Satisfaction with telcos rises

Satisfaction with telcos rises

Australians have traditionally loved to hate their telcos but this year Aussies’ overall satisfaction with their carriers has increased.

B&T Magazine
Posted by B&T Magazine

Overall satisfaction now sits at 81%, up from 76% in 2011, according to AIMIA’s latest Australian Mobile Phone Lifestyle Index (AMPLI).

In March the telecommunications industry was shamed as the “most frustrating” sector by mothers.

The number of Australians happy with network coverage and cost of calls are also trending upwards.

However, satisfaction dropped slightly in the following areas: range of plans and packages available, variety of mobile handsets available and content and services available on the phone.

Virgin topped the telecommunication industry in terms of satisfaction, with the cheeky brand topping many service areas including customer service, cost of data and range of packages and plans.

The ninth annual AMPLI report focused on mobile retail and found more than 60% of respondents used a mobile phone to compare prices but just over 50% used their phone to successfully complete a purchase.

Dr Marisa Maio Mackay, director of Complete the Picture Consulting, said: “The ease with which mobile phone users can now buy everything from shoes to books and even consumer electronics on mobile phones is increasingly affecting in-store purchasing. Within a handful of clicks, the purchase is complete. It’s evident that the mobile phone is not only a platform for making the actual purchase, but is also important for many consumers in aiding their purchase decisions.”

Almost 30% of respondents decreased their in-store purchasing when they started shopping on their mobiles and almost 40% expect their mobile purchases to rise over the coming six months.

The number of tablets in Australia has risen markedly, with 56% of respondents now owning one compared to 38% in 2012.

By February 2014 tablet ownership is expected to rise to 63% and up to 76% by August 2014.