Bundled Communication Plans – 2012 Ratings

Posted by Canstar Blue October 16th 2012

You are viewing the archived 2012 ratings for bundled communication plans. Go to the current ratings

See Our Ratings Methodology.

Putting all your eggs into one basket leads to ‘telco’ bill savings

Most Satisfied Customers: Bundled Communication Plans - 2012Two thirds of respondents to our recent survey found a way to save substantial dollars on their monthly phone and internet bill. Their secret? Bundling telecommunication services together with one provider.

Furthermore, many respondents continued to be value-driven even after signing up. More than half told us they were happy to shop around on a regular basis to find the best bundled communication deals available, with more men than women driven to seek out better communication deals for their home (59% versus 49%).

Bundled communications packages didn’t just save bill-payers money they also proved a convenient alternative to ‘cherry picking’ individual mobile phone, landline and internet plans. 81% of respondents admitted to bundling their communication services together for convenience’s sake.

When we compared bundled communication brands in terms of customer satisfaction, Internode proved the number one pick when rated alongside iiNet, TPG, iPrimus, Optus, Dodo and Telstra.

Internode received our most satisfied customers award for bundled communication plans for 2012.

Looking at our top rated brands:

  • Internode excelled with five star ratings for overall customer satisfaction, service, billing, flexibility of contract, and clarity of terms and contract.
  • TPG also performed well with five star ratings for value for money.

Despite this breadth of top-rated products and features available to customers, a quarter of respondents admitted they didn’t know what they were entitled to under their current telecommunications plan.

Close to 40% of Generation Y respondents (versus 21% of Baby Boomer respondents) were unsure of their bundled communication plan entitlements ; and were the most likely demographic (52%) to say changing telecommunications plans was ‘too complicated.’

Canstar Blue commissions Colmar Brunton to regularly survey 2,500 Australian consumers across a range of categories to measure and track customer satisfaction. The outcomes reported are the results from customers with bundled telecommunication services within the survey group – in this case, 1,487 people. To qualify, the customer must have a bundled home telecommunications service (i.e. mobile / home phone / internet package for you / your family) and pay the bills.

Brands must receive at least 30 responses to be included. Results are comparative and it should be noted that brands that received three stars have still achieved a satisfaction measure of at least six out of 10.

Overall customer satisfaction

Internode received five stars for overall customer satisfaction in this category, earning the brand five stars. iiNet, TPG and iPrimus all took out four star ratings; while Optus, Telstra and Dodo received three.

Value for money

TPG customers were most satisfied with their bundle’s value for money. Following TPG’s five star rating was Internode, iiNet, iPrimus, Dodo and Optus with four; then Telstra with three.

Service

Internode was number one for service, achieving a five star rating in front of iPrimus and iiNet’s four. TPG, Optus, Dodo and Telstra all received three stars for service.

Flexibility of contract

Another five star rating went to Internode for flexibility of contracts; followed by four star recipients iiNet, iPrimus and TPG. Both Optus and Dodo received three star ratings in this area while Telstra received two.

Clarity of terms and contract

Telecommunication services contracts can be tricky, so transparency is important. Five stars went to Internode for the clarity of its contract terms; followed by iiNet, TPG, iPrimus and Dodo with four. Both Optus and Telstra rounded out this criterion with three stars each.

Billing (i.e. clarity of bill, ease of understanding, accuracy)

Internode received five stars for its billing services; while iiNet, TPG, iPrimus and Dodo took out four. Optus and Telstra each received three stars for billing.

Past Ratings
Bundled Communication Plans (2011)