Roy Morgan Customer Satisfaction Awards 2019: Australia’s telecommunications and utilities winners

Original article by Roy Morgan
Market Research Update – Page: Online : 25-Feb-20

The annual Roy Morgan Customer Satisfaction Awards have been presented in Melbourne. The telecommunications and utilities category consisted of six awards, two of which were won by previous award winner, Internode. Internode’s wins in the Internet Service Provider and Home Phone Provider categories took its annual award tally to seven. In both categories it won eight monthly awards, out of a possible 12, throughout 2019. In the two mobile phone categories, ALDImobile narrowly clinched its second annual Mobile Phone Service Provider award, adding to its first win in 2015. Google Phone won the Handset Provider of the Year award, becoming the only provider to have ever beaten the iPhone. In what may be a changing of the guard, both utilities awards went to first-time winners. Powershop finished on top in the Electricity Provider of the Year category, after a dominant year which consisted of 12 monthly award wins. Simply Energy also won its first annual award in the Gas Provider of the Year category.

CORPORATES
ROY MORGAN LIMITED

TPG-Vodafone merger victory

Original article by Jared Lynch
The Australian – Page: 19 & 24 : 14-Feb-20

Federal Court Justice John Middleton ruled on 13 February that the $15 billion merger between Vodafone and TPG should be allowed to proceed. The Australian Competition & Consumer Commission had vetoed the merger in May on the grounds that it would leave market power in the hands of three big telcos, but Justice Middleton said leaving Vodafone and TPG as separate entities would not create more competition in the retail mobile market. Communications Minister Paul Fletcher said the merger is likely to benefit consumers and lead to greater competition.

CORPORATES
TPG TELECOM LIMITED – ASX TPM, VODAFONE AUSTRALIA LIMITED, FEDERAL COURT OF AUSTRALIA, AUSTRALIAN COMPETITION AND CONSUMER COMMISSION, TELSTRA CORPORATION LIMITED – ASX TLS, AUSTRALIA. DEPT OF COMMUNICATIONS AND THE ARTS

Telco, NBN failures during bushfire crisis reveal cracks in regional, rural crisis coverage

Original article by Jess Davis
The New Daily – Page: Online : 14-Jan-20

Some areas of rural and regional Australia that were impacted during the bushfire crisis lost their mobile and NBN access. Telecommunications analyst Paul Budde says the fires should serve as a ‘wake-up call’ to the government, and that a national emergency telecommunications plan is required. Budde says telecommunications infrastructure needs to be buried underground, and that the old copper network should remain in place. Federal Communications Minister Paul Fletcher notes that no communications system can completely withstand bushfires.

CORPORATES
AUSTRALIA. DEPT OF COMMUNICATIONS AND THE ARTS

Boost Mobile and ALDImobile locked in tight race for annual satisfaction award

Original article by Roy Morgan
Market Research Update – Page: Online : 10-Dec-19

Boost Mobile is the winner of Roy Morgan’s Mobile Phone Service Provider of the Month Award for October 2019, with a customer satisfaction rating of 89%. Boost Mobile now sits equal with ALDImobile on four monthly satisfaction wins for 2019, setting up a close finish for the annual award. Boost Mobile is followed by ALDImobile (85%), TPG (79%) and Belong (79%). It is important to note that Boost Mobile is not itself a network provider but rather a ‘Mobile Virtual Network Operator’, which utilises the underlying Telstra mobile network to provide its service. When it comes to underlying mobile networks, the Vodafone network with an overall customer satisfaction rating of 77% is narrowly ahead of the Telstra network on 76% and the Optus network on 74%. These ratings have been drawn from the Roy Morgan Single Source survey, derived from in-depth face-to-face interviews with around 50,000 Australians each year in their homes.

CORPORATES
ROY MORGAN LIMITED, BOOST MOBILE, ALDIMOBILE, TPG TELECOM LIMITED – ASX TPM, BELONG PTY LTD

Southern Phone takes top place in Home Phone Satisfaction

Original article by Roy Morgan
Market Research Update – Page: Online : 11-Nov-19

Southern Phone has won its third consecutive Roy Morgan Home Phone Provider of the Month Award, with a customer satisfaction rating of 82% for September 2019. Southern Phone was followed by Internode on a satisfaction rating of 79%, iPrimus on 73%, iiNet on 72% and TPG on 72%. Home phone usage has consistently declined over recent years. The number of Australians aged 14+ with a home phone has dropped from 14.2 million (74.3% of the population) in 2013 to 9.4 million (45.4%) in September 2019. Meanwhile, the number of Australians with one or more mobile phones has risen over the same period, from 17.7 million (92.2%) to 19.9 million (95.9%). Australians aged 65+ have the highest proportion of home phone ownership. As a group, Australians who use Southern Phone as their home-phone provider tend to skew older than the average home-phone user. The mean age of Southern Phone customers (14+) is 57 years, compared to 53 years for home-phone users in general and 46 for Australians aged 14+ as a whole.

CORPORATES
ROY MORGAN LIMITED, SOUTHERN PHONE COMPANY LIMITED, IPRIMUS, IINET LIMITED, TPG TELECOM LIMITED – ASX TPM

Apple iPhone wins monthly satisfaction ratings, but Google Phone holds lead in race for the annual award

Original article by Roy Morgan
Market Research Update – Page: Online : 5-Nov-19

The Apple iPhone is the winner of Roy Morgan’s Handset Provider of the Month Award for September 2019, with a customer satisfaction rating of 92.6%. It was closely followed by Google Phone (92.5%), Motorola (92%), Samsung (89.9%) and LG (88.9%). Roy Morgan CEO Michele Levine says Apple iPhone has been the market leader in terms of customer satisfaction for many years, winning the past seven Roy Morgan Mobile Handset of the Year Awards. However, the strong performance of Google during 2019 may represent a changing of the guard when it comes to phone handset satisfaction with a close contest between the two brands to decide this year’s winner. These latest customer satisfaction ratings have been drawn from the Roy Morgan Single Source survey, derived from in-depth face-to-face interviews with over 50,000 Australians each year in their homes.

CORPORATES
ROY MORGAN LIMITED, APPLE INCORPORATED, GOOGLE INCORPORATED, MOTOROLA INCORPORATED, LG ELECTRONICS AUSTRALIA PTY LTD

ACCC to investigate high cost of low speed NBN plans

Original article by James Fennessy
The Australian Financial Review – Page: 13 & 19 : 15-Oct-19

The Australian Competition & Consumer Commission will undertake an investigation into NBN Co’s wholesale pricing. The focus of the investigation will be on whether NBN has concentrated too much on developing products for those who want high internet access speeds at the expense of consumers who only want low internet speeds. The Australian Communications Consumer Action Network has warned that a significant section of the community will be excluded from getting an NBN service if its prices increase any further.

CORPORATES
NBN CO LIMITED, AUSTRALIAN COMPETITION AND CONSUMER COMMISSION, AUSTRALIAN COMMUNICATIONS CONSUMER ACTION NETWORK

Telcos cop fewer complaints but take longer to solve them

Original article by Supratim Adhikari
The Australian – Page: 20 : 25-Sep-19

Data from the Telecommunications Industry Ombudsman shows that it received 132,387 complaints about telephone and internet services in 2018-19, which is 21.1 per cent lower than previously. The figures also show that just 47 per cent of escalated complaints were not resolved within 60 days, compared with 77 per cent in 2017-18. Meanwhile, 32.6 per cent of complaints received by the TIO were about fixed-line broadband services, while 30.3 per cent concerned mobile phone services.

CORPORATES
TELECOMMUNICATIONS INDUSTRY OMBUDSMAN LIMITED, TELSTRA CORPORATION LIMITED – ASX TLS

Telstra stung by go-slow on NBN

Original article by Supratim Adhikari
The Australian – Page: 19 : 3-Sep-19

NBN Co’s latest corporate plan indicates that seven million homes will have an active National Broadband Network service by 30 June 2020, compared to its previous forecast of 7.5 million. The slowdown in the number of homes being connected to the NBN will not only impact on NBN Co’s revenue forecasts but on Telstra’s as well. The telco has advised that the slowdown will reduce its revenue by about $400m.

CORPORATES
NBN CO LIMITED, TELSTRA CORPORATION LIMITED – ASX TLS

ALDImobile on top with fourth Roy Morgan monthly award in 2019

Original article by Roy Morgan
Market Research Update – Page: Online : 3-Sep-19

ALDImobile has won the Roy Morgan Mobile Phone Service Provider Monthly Customer Satisfaction Award for July 2019 with a customer satisfaction rating of 83%. ALDImobile’s rating has fallen 1% over the last year, although it has displaced former market leader Boost Mobile, whose customer satisfaction rating has fallen by 8% in the last year to 82%. Third-placed Vodafone has a customer satisfaction rating of 79%, just ahead of TPG and Belong (both on 78%). These are the latest findings from the Roy Morgan Single Source survey, derived from in-depth face-to-face interviews with 1,000 Australians each week in their homes and over 50,000 each year.

CORPORATES
ROY MORGAN LIMITED, ALDIMOBILE, BOOST MOBILE, VODAFONE AUSTRALIA LIMITED, TPG TELECOM LIMITED – ASX TPM, BELONG PTY LTD