Low internet service provider customer satisfaction provides opportunities for innovative offerings

Original article by Roy Morgan
Market Research Update – Page: Online : 3-Jun-20

Customer satisfaction with internet service providers as a whole averages only 75%. That puts it at number 24 out of the 32 industries for which Roy Morgan continuously takes this measure. Within that overall result there are marked differences between individual ISP scores. One of the strategies used by Australia’s major telecommunication companies to capture a larger share of the overall market is to have multiple brands targeting specific demographics. These different brands get very different results. Telstra, easily the largest internet service provider in Australia, offers a perfect example, with its Telstra ISP brand trailing far behind its discount subsidiary brand Belong for customer satisfaction. Australia’s second-largest internet service provider, TPG encompasses several Internet subsidiary brands, including iiNet, Internode and Westnet. All have been good performers, with Internode winning the Annual Roy Morgan Customer Satisfaction Award for 2019 and both TPG and iiNet scoring above average in the most recent monthly results. In contrast, the country’s third-largest ISP, Optus, has the lowest customer satisfaction of the leading brands and was the only major provider to lose customers over the last year.

CORPORATES
ROY MORGAN LIMITED, TELSTRA CORPORATION LIMITED – ASX TLS, BELONG PTY LTD, TPG TELECOM LIMITED – ASX TPM, IINET LIMITED, INTERNODE SYSTEMS PTY LTD, WESTNET PTY LTD, SINGTEL OPTUS PTY LTD

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

Aussie Broadband maintains top position in ISP satisfaction ratings

Original article by Roy Morgan
Market Research Update – Page: Online : 30-Jan-20

Aussie Broadband is the winner of Roy Morgan’s Internet Service Provider (ISP) of the Month Award for November 2019, with a customer satisfaction rating of 92%. The achievement marks Aussie Broadband’s third win in the Customer Satisfaction Awards in 2019. Aussie Broadband is well ahead of a trio of TPG Telecom brands including Internode (79%), TPG (79%) and iiNet (77%), with the Vocus Communications-owned iPrimus on 78%, ahead of Belong (76%). Telstra and Optus follow on 72%, a full 20% behind the category satisfaction leader. The ratings are drawn from the Roy Morgan Single Source survey, derived from in-depth personal interviews with over 1,000 Australians each week face-to-face in their homes.

CORPORATES
ROY MORGAN LIMITED, AUSSIE BROADBAND PTY LTD, INTERNODE SYSTEMS PTY LTD, TPG INTERNET PTY LTD, IINET LIMITED, TPG TELECOM LIMITED – ASX TPM, IPRIMUS, VOCUS GROUP LIMITED – ASX VOC, BELONG PTY LTD, TELSTRA CORPORATION LIMITED – ASX TLS, SINGTEL OPTUS PTY LTD

Aussie Broadband shoots to the top of ISP satisfaction ratings and opens big lead

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

Aussie Broadband is the winner of Roy Morgan’s Internet Service Provider of the Month Award for September 2019, with a customer satisfaction rating of 88%. The achievement marks Aussie Broadband’s first win in the Customer Satisfaction Awards. It is well ahead of a trio of TPG Telecom brands, including iiNet (78%), Internode (78%) and TPG (76%), as well as the Vocus Group-owned iPrimus (74%). These customer satisfaction ratings have been drawn from the Roy Morgan Single Source survey, derived from in-depth personal interviews with over 1,000 Australians each week face-to-face in their homes.

CORPORATES
ROY MORGAN LIMITED, AUSSIE BROADBAND PTY LTD, IINET LIMITED, INTERNODE SYSTEMS PTY LTD, TPG TELECOM LIMITED – ASX TPM, IPRIMUS, VOCUS GROUP LIMITED – ASX VOC

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

Internode tops for satisfaction and customers least likely to switch

Original article by Roy Morgan
Market Research Update – Page: Online : 29-Jul-19

Internode has won Roy Morgan’s Internet Service Provider Customer Satisfaction Award for June 2019, with a customer satisfaction rating of 82%. Internode‚Äôs victory comes on the back of an 18% improvement in customer satisfaction since June 2018, the largest increase of any of the leading ISPs. It is followed by iiNet with a customer satisfaction rating of 79% (a 4% point increase on a year ago) and TPG on 75% (up 7% points). Internode and iiNet are both owned by TPG. Meanwhile, in-depth research shows that just 4.5% of Internode customers are likely to switch fixed broadband service providers in the next year, ahead of Westnet (4.9%) and Foxtel (5%).

CORPORATES
ROY MORGAN LIMITED, INTERNODE SYSTEMS PTY LTD, IINET LIMITED, TPG TELECOM LIMITED – ASX TPM, WESTNET PTY LTD, FOXTEL MANAGEMENT PTY LTD

AGL under pressure to explain Vocus takeover

Original article by Lucas Baird, Simon Evans
The Australian Financial Review – Page: 15 & 22 : 12-Jun-19

Vocus Group has agreed to allow AGL Energy to commence due diligence after offering $4.85 per share for the telco. AGL investors have responded bearishly to the $3bn bid, with its share price falling 7.2 per cent to $19.40 on 11 June. Sentiment toward AGL was also affected by an earnings downgrade on 7 June, before the stock market closed for a long weekend. Justin Braitling of Watermark Funds Management and James Nevin of RBC Capital Markets have questioned whether Vocus is an appropriate target for AGL.

CORPORATES
AGL ENERGY LIMITED – ASX AGL, VOCUS GROUP LIMITED – ASX VOC, WATERMARK FUNDS MANAGEMENT PTY LTD, RBC CAPITAL MARKETS, EQT INFRASTRUCTURE, M2 GROUP LIMITED

Vocus has no regrets as turnaround proves too risky for EQT

Original article by James Fernyhough
The Australian Financial Review – Page: 13 & 20 : 6-Jun-19

Vocus Group CEO Kevin Russell says he is not aware of any other potential takeover approaches for the telco, after EQT Infrastructure chose not to make a binding offer for the company. EQT undertook due diligence on Vocus after approaching it with a non-binding offer of $5.25 per share. The Sweden-based private equity firm’s decision to walk away from a deal prompted a sell-down of Vocus shares on 5 June, with the stock closing almost 18 per cent lower at $3.77. Russell says Vocus is making progress in its turnaround strategy.

CORPORATES
VOCUS GROUP LIMITED – ASX VOC, EQT INFRASTRUCTURE, M2 GROUP LIMITED, AGL ENERGY LIMITED – ASX AGL, SINGTEL OPTUS PTY LTD, GREENCAPE CAPITAL PTY LTD

Morrison includes telcos in social media crackdown

Original article by Paul Smith
The Australian Financial Review – Page: 9 : 21-Mar-19

The federal government will meet with representatives of ISPs and digital platforms on 26 March to discuss measures to prevent the distribution of objectionable content. Social media companies have come under scrutiny after their platforms were used to live-stream the Christchurch mosque shootings, and they were initially expected to be the focus of the government’s talks. However, representatives of Telstra, Optus and Vodafone will also attend the meeting in Brisbane. The telcos have announced that they will block access to footage of the mosque attacks.

CORPORATES
TELSTRA CORPORATION LIMITED – ASX TLS, SINGTEL OPTUS PTY LTD, VODAFONE AUSTRALIA LIMITED, FACEBOOK INCORPORATED, AUSTRALIA. DEPT OF COMMUNICATIONS AND THE ARTS, AUSTRALIA. DEPT OF THE PRIME MINISTER AND CABINET

TPG calls for reduction in damaging NBN price

Original article by James Fernyhough
The Australian Financial Review – Page: 14 & 20 : 20-Mar-19

TPG Telecom has posted a 2018-19 interim net profit of $47.4m, which is 76.3 per cent lower than previously. The result was marred by a write-down associated with a decision to shelve plans for its own mobile network. TPG has advised that earnings from its core residential fixed-line broadband business fell 4.8 per cent to $243m during the half-year. CFO Craig Levy has warned that TPG will have to scrap its entry-level national broadband network plan unless NBN Co reduces its wholesale prices for budget plans.

CORPORATES
TPG TELECOM LIMITED – ASX TPM, NBN CO LIMITED, TELSTRA CORPORATION LIMITED – ASX TLS, NEW STREET RESEARCH, GOLDMAN SACHS AUSTRALIA PTY LTD, VODAFONE AUSTRALIA LIMITED, AUSTRALIAN COMPETITION AND CONSUMER COMMISSION