Sunday, 09 July 2017 20:45

Internode nudges competitors in Internet customer satisfaction Featured

Internode nudges competitors in Internet customer satisfaction Image courtesy of Stuart Miles at

Internet service provider Internode attributes long-term investment in its brand and services as part of the reason for the company achieving the highest overall customer satisfaction scores in the Internet satisfaction survey conducted by consumer advocacy group CHOICE.

Internode was also recognised by CHOICE for the most satisfied ADSL/2/2+ customers.

The survey found that as far as overall satisfaction was concerned, Internode (81), iiNet (78), iPrimus (75), Optus (75) and TPG (74) all got scores that were above average – and Telstra (70) and Dodo (69) came in below par.

In comment on the survey, Craig Levy, chief operating officer of TPG Group — the owner of Internode — said: “Internode has a proven track record of delivering high-quality internet backed by outstanding customer service, so we’re proud to receive this recognition from our customers”.

“The high level of satisfaction among Internode customers is a measurable result of our long-term investment in the brand.  

“Internode is excited to be recognised for having the highest overall customer satisfaction scores and the most satisfied ADSL/2/2+ customers as a result of the  2017 CHOICE ISP satisfaction survey.”

Levy says Internode’s achievement of the highest scores for overall ISP satisfaction scored “well above the national averages” for service aspects such as customer support, connection reliability, and value for money.

And, he says additionally, Internode ADSL/2/2+ customers were “more satisfied” than all other ADSL/2/2+ customers surveyed.

The CHOICE survey found, overall, that Australians have been dogged by disconnections, drop-outs, connection issues and slow speeds over the last six months, with Telstra and Dodo the worst offenders.

The survey found that 62% faced problems with their ISPs in the last six months, and of these 81% had problems with speed and reliability.

It also found that 83% of those on ADSL or cable who encountered problems found these had to do with speed, variable performance or connections.

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Peter Dinham

Peter Dinham - retired in 2020. He is a veteran journalist and corporate communications consultant. He has worked as a journalist in all forms of media – newspapers/magazines, radio, television, press agency and now, online – including with the Canberra Times, The Examiner (Tasmania), the ABC and AAP-Reuters. As a freelance journalist he also had articles published in Australian and overseas magazines. He worked in the corporate communications/public relations sector, in-house with an airline, and as a senior executive in Australia of the world’s largest communications consultancy, Burson-Marsteller. He also ran his own communications consultancy and was a co-founder in Australia of the global photographic agency, the Image Bank (now Getty Images).

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