Monday, 17 August 2020 10:26

Telecoms customers ‘satisfaction’ with services holds up despite impact of pandemic Featured


Despite significant impacts on Australia’s telecommunications services and infrastructure by the Covid-19 pandemic, customer satisfaction improved slightly during the most recent quarter, according to a new report by telecoms lobby group Communications Alliance.

According to a Roy Morgan survey published by Communications Alliance the percentage of surveyed telecommunications customers who were satisfied/neutral about their overall customer experience improved marginally to 84%.

The most recent wave of the survey – undertaken on a regular basis since 2013 – took place in July 2020, and reflects what CA says is “changed customer usage patterns and the impacts of the COVID-19 pandemic on network demand”.

The survey found that satisfaction with complaint handling dipped in the January and April quarters, reflecting the disruption during the bushfire season and early part of the pandemic, but bounced back to a satisfied/neutral measure of 75% during the July quarter.

Customer satisfaction with ease of contacting their service provider also rebounded to pre-pandemic levels, coming in at 79%.

And the survey also found that satisfaction with customers’ ease of understanding the information on their bill hit an all-time high of 93%, building on a steady trend of improvement in that metric.

“We know that the pandemic created continuing disruption for customers and service providers during the most recent quarter,” said Communications Alliance CEO, John Stanton.

“Telcos have worked effectively to keep Australians connected through these challenges, and these efforts are reflected in the results of the latest survey.”

To access the full report from Communications Alliance’s click here.

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Peter Dinham

Peter Dinham - retired and is a "volunteer" writer for iTWire. 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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