Optus outguns Telstra for customer satisfaction

Optus has topped Australia's Internet service providers (ISP) tally, recording the highest levels of customer satisfaction, according to a new user survey.

For the third time in a row, AC Nielsen.consult's Internet survey found Optus customers were the happiest Internet users across Australia's top 10 ISPs, with 88 per cent extremely satisfied or satisfied with the telco's level of service.

Optus was closely followed by Pacific Internet with 87 per cent, while Austar recorded 84 per cent user satisfaction levels. Telstra's Big Pond Home service came in eighth, with 75 per cent of users either satisfied or extremely satisfied.

Optus also ranked in first for its technical support and overall customer service.

The survey, which is undertaken by AC Nielsen every six months, was conducted in April and May this year. Around 40,000 Australians contributed to the latest study.

ACNielsen.Consult CEO Ramin Marzbani said interestingly, smaller provider Pacific Internet took poll position for speed of connection, and rated the lowest levels of busy signals and helpdesk call holding times.

Marzbani argued Pacific Internet was able to achieve these levels by offering a more personalised service.

"Having a smaller helpdesk results in a more personalised service, where users get to know the staff," he said.

Marzbani said smaller or more niche ISPs such as Pacific Internet also attract more experienced Internet users, who tend to stay with their provider for longer.

On the other hand, "Telstra is out there advertising for brand new customers," he said.

OzEmail and AOL also recorded high levels of satisfaction across their service variable offerings. Notably, Big Pond did not feature in the top three for any of these categories.

Additionally, the percentage of users dissatisfied with Internet services from both Big Pond Home and TPG increased since the last survey in late 2001.

Marzbani said to be fair to Telstra, the telco does attract a larger amount of users across a wider area of Australia that its competitors. He did admit however, that the telco's customer satisfaction levels are sliding.

As a whole, the AC Nielsen found Australian households were more content with their dial-up providers than their telephony and mobile phone counterparts.

The survey reported 82 per cent of at-home Internet users were either extremely satisfied or satisfied with their Internet services provider. This was well ahead of the 67 per cent of mobile users who felt similarly about their mobile telephony provider, and the 62 per cent who were either satisfied or extremely satisfied with their fixed-line provider.

Marzbani said most services offered online receive higher satisfaction ratings.

"Internet services such as online banking for example, get a higher satisfaction rating because users don't get any attitude with the service," he said. "You can't blame someone else for bad service."

Despite these results, resolving problems online has a long way to go before it reaches the same satisfaction levels as phone or face-to-face communications, he said.

Join the newsletter!

Error: Please check your email address.
Rocket to Success - Your 10 Tips for Smarter ERP System Selection
Keep up with the latest tech news, reviews and previews by subscribing to the Good Gear Guide newsletter.
Nadia Cameron

Nadia Cameron

PC World
Show Comments

Cool Tech

Breitling Superocean Heritage Chronographe 44

Learn more >

SanDisk MicroSDXC™ for Nintendo® Switch™

Learn more >

Toys for Boys

Family Friendly

Panasonic 4K UHD Blu-Ray Player and Full HD Recorder with Netflix - UBT1GL-K

Learn more >

Stocking Stuffer

Razer DeathAdder Expert Ergonomic Gaming Mouse

Learn more >

Christmas Gift Guide

Click for more ›

Most Popular Reviews

Latest Articles


PCW Evaluation Team

Ben Ramsden

Sharp PN-40TC1 Huddle Board

Brainstorming, innovation, problem solving, and negotiation have all become much more productive and valuable if people can easily collaborate in real time with minimal friction.

Sarah Ieroianni

Brother QL-820NWB Professional Label Printer

The print quality also does not disappoint, it’s clear, bold, doesn’t smudge and the text is perfectly sized.

Ratchada Dunn

Sharp PN-40TC1 Huddle Board

The Huddle Board’s built in program; Sharp Touch Viewing software allows us to easily manipulate and edit our documents (jpegs and PDFs) all at the same time on the dashboard.

George Khoury

Sharp PN-40TC1 Huddle Board

The biggest perks for me would be that it comes with easy to use and comprehensive programs that make the collaboration process a whole lot more intuitive and organic

David Coyle

Brother PocketJet PJ-773 A4 Portable Thermal Printer

I rate the printer as a 5 out of 5 stars as it has been able to fit seamlessly into my busy and mobile lifestyle.

Kurt Hegetschweiler

Brother PocketJet PJ-773 A4 Portable Thermal Printer

It’s perfect for mobile workers. Just take it out — it’s small enough to sit anywhere — turn it on, load a sheet of paper, and start printing.

Featured Content

Product Launch Showcase

Latest Jobs

Don’t have an account? Sign up here

Don't have an account? Sign up now

Forgot password?