Consumers who know their NBN speed are more satisfied with their provider

Original article by Roy Morgan
Market Research Update – Page: Online : 27-Aug-19

New research from Roy Morgan shows that consumers who know what their NBN plan’s ‘typical evening speed’ should be are more satisfied with their provider (78%) than those who do not know (68.1%), according to research conducted in the three months to June 2019. Analysis of the consumer NBN market shows that 49.9% of consumers do not know "What typical evening speed is included in your NBN plan?" Interestingly, this lack of knowledge about speed is not simply because someone may not be the Primary or Joint Fixed Broadband Decision Maker. For the 49.9% of consumers who do not know the ‘typical evening speed’ of their NBN plan a clear majority of 59.8% are either the Primary (25.2%) or Joint (34.6%) Fixed Broadband Decision Maker. There is a clear link between those who do know their NBN speed tier and increased satisfaction with their internet service provider (78.0%). In contrast, just over two-thirds of those who did not know their typical evening speed (68.1%) were satisfied with their internet service provider, a significant difference of 9.9% points.

CORPORATES
ROY MORGAN LIMITED

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