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    Telco Consumer Survey: No Surprises...

    Recently, we surveyed 800 Field Agents and Mystery Shoppers across the country about their mobile and internet plans.

    Not surprisingly, we found that cost, coverage/speed and no lock in contracts are the most important considerations for our consumers when choosing a new mobile or internet provider.

    Telstra was the most commonly used mobile plan provider amongst our respondents with Optus coming in a close second. Vodafone is used by 14% of our respondents, while Aldi, Boost, and Amaysim follow at 6%, 5%, and 4% respectively.

    For internet, Telstra and Optus were again the most common providers at 27% and 17% respectively, followed by Aussie Broadband, TPG, iiNet, and Belong.

    Satisfaction rates were similar for both mobile and internet providers – close to two-thirds of respondents were satisfied, nearly a quarter feel neutral, and about one-eighth were not happy with what they’re receiving.

    “I appreciate the ability to walk into a store and receive assistance from knowledgeable and customer-focused staff”

    - survey respondent

    Having an Australian-based helpdesk is important to consumers and having the ability to talk to a real person is also valued. Common complaints include bad coverage and reception, as well as limited choice of providers in regional areas – which explains why some stick with the same company despite being dissatisfied.

    From the customer’s perspective, not much has changed in the Telco sector.


    Looking to gather customer insights of your own? Contact us here and we can make it happen!


    Shopper Insights, Consumer Insights, Market Research