Home Telecoms & NBN Optus tops Roy Morgan Customer Satisfaction monthly award

Optus scored a customer satisfaction rating of 73% to win the Roy Morgan Home Phone Provider Customer Satisfaction Monthly Award for July, just ahead of ISP iiNet on 71%.

With Optus and iiNet topping the rankings, there was a three-way tie for third spot between Telstra, TPG and Dodo, all of which had a customer satisfaction rating of 69% in July.

Annual winner Southern Phone dropped out of the top five leading home phone service providers in July, which Roy Morgan says indicates the high level of competition in the market.

Roy Morgan says Optus’ win builds on victories earlier in 2018, and according to the research firm’s chief executive Michele Levine, Optus’ string of victories for Home Phone Provider Customer Satisfaction has the telco in prime position to win the annual award in the category for the first time.

“Optus has now won a string of monthly awards in the category and is best placed to take out the annual award for the first time with its main competition coming from July runner-up iiNet," the research firm said.

“iiNet is the only rival telco to win a monthly award in the category so far in 2018 and is also the only top five leading telco to improve its customer satisfaction over the last year, up by 4% to 71% in July. iiNet last won the annual award in the Home Phone Provider category in 2011-12.

“The narrow win for Optus over iiNet in the Home Phone Provider category reverses the results released last week for Home Broadband Service Provider Customer Satisfaction for July which showed iiNet (76%) just ahead of Optus (73%).”

Top 5 for Home Phone Provider Customer Satisfaction July 2018 vs July 2017


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Peter Dinham

Peter Dinham is a co-founder of iTWire and a 35-year 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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