ADSL Broadband Providers – 2013 Ratings

Posted by Canstar Blue April 11th 2013

You are viewing the archived 2013 award for ADSL broadband providers. Go to the current broadband ISP ratings.

* Overall satisfaction is an individual rating and not a combined total of all ratings. Brands with equal overall satisfaction ratings are listed in alphabetical order.


See Our Ratings Methodology.

A Winning Connection: Internode achieves ADSL Broadband Award for 2013

Most Satisfied Customers - ADSL Broadband Providers, 2013The internet is an essential part of our everyday lives, and the right provider can make an enormous difference to your ability to get things done. Those on the hunt for a new ADSL internet service provider (ISP) will be pleased to know Internode has been awarded Canstar Blue’s Most Satisfied Customers Award – ADSL Broadband Providers for 2013.

Also rated in the ADSL – Broadband Providers category were iiNet, iPrimus, TPG, Optus, Dodo and Telstra Bigpond.

Acquired by iiNet in December 2011, Internode has continued to operate as a unique brand and continues to offer many of the same products and services it did before.

The acquisition has served Internode well, with the company achieving five stars for overall customer satisfaction, technical support, connection speed, reliability of connection, and its billing services.

Internode shared some of the spotlight with TPG, who nabbed five stars for its value for money.

“Talking face-to-face? That’s so not PC,” says 1 in 2 Gen Y’s

The results of this survey also indicate that Generation Y’s rely strongly on the internet to remain entertained and connected to their peers. Almost half of these younger respondents spent more time socialising online than in person. By comparison, 78% of Baby Boomers preferred face-to-face interactions.

This generational divide grew more apparent when respondents were asked if they wasted time online: three quarters of Gen Y’s agreed, while only half of Baby Boomers concurred.

That same percentage of younger Australians also admitted to feeling physically stressed when they are without access to the internet.

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 broadband customers within the survey group – in this case, 1,157 people. To qualify, the customer must have a broadband account in their name and pay the bills.

Brands must have received 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 customers were most satisfied with their ADSL / Naked DSL internet connection at home – earning the company a five star rating. Parent company iiNet was also a high achiever, receiving four stars for overall satisfaction. iPrimus, Telstra Bigpond, TPG, Optus and Dodo all achieved three stars for broadband customer satisfaction.

Value for money

TPG has done well in previous Canstar Blue surveys when it comes to value for money, and this time was no different. TPG achieved five stars for value for money, followed closely by iiNet and Internode with four. iPrimus, Optus and Dodo all received three star ratings, and Telstra Bigpond received two.

Technical support (after sales service)

Plenty of people get confused when trying to set up new internet connection – even if they’ve done it before! Happily, many telecommunications companies do a great job of lending a hand with Internode in particular, excelling with a five star rating for its technical support. IiNet and iPrimus both scored four star ratings for this criterion, while TPG, Optus, Dodo and Telstra Bigpond each achieved three.

Speed of broadband connection

It wasn’t too long ago that computer users spent large amounts of time waiting on downloads. Now, it takes just seconds to rent and download a movie. For the best possible internet connection speed, customers should consider our five star recipient in this area: Internode. iiNet was next with a four star rating, followed by iPrimus, Telstra Bigpond, Optus, TPG and Dodo with three.

Reliability of service

While internet speed is important, the reliability of that connection is also vital. Internode customers were most satisfied with how reliable their broadband service was, leaving our winner with another five star rating. Next in terms of customer satisfaction was iiNet, who achieved four stars for its connection reliability; followed by three star recipients iPrimus, Telstra Bigpond, Optus, TPG and Dodo.

Billing

Receiving a bill is rarely a ‘fun’ experience, but that doesn’t mean it has to be painful. In fact, Internode received five stars for customer satisfaction with its billing facilities. iiNet followed with four, and all other brands – iPrimus, Telstra Bigpond, Optus, TPG and Dodo – received three.