2011 – Mobile Phone Carriers Ratings

Posted by Canstar Blue June 30th 2011

You are viewing the archived 2011 ratings for mobile phone carriers. Go to the current mobile phone provider ratings.

See Our Ratings Methodology.

Generation Y declares open season on partner’s phone privacy, Canstar Blue survey says

Almost one third of the Generation Y respondents of our most recent survey admitted they have gone through their partner’s mobile phone.

Older Australians are more disciplined, as only five per cent of Baby Boomers admitted spying. Female respondents are more inclined to take a peek at their partner’s phones than males.

We surveyed mobile phone customers to see which carrier would stand apart from the rest. TPG came out on top and received our most satisfied customers award for mobile phone carriers.

They also received five stars in every single category; including price, service, reliability, accessibility of plan provider, plan availability, and billing.

Last year’s winner, Virgin Mobile, has this year received four stars for overall satisfaction. Compare the 2010 results with our most recent findings here.

Other mobile phone brands compared were Optus, Telstra, 3 Mobile, and Vodafone.

Last month the World Health Organisation announced a possible link between mobile phone usage and brain cancer. Our survey found that thirty eight percent of Generation X mobile phone users have listened to health advice about safe mobile phone use, using hands free kits or the loudspeaker function on their mobile phones to distance the device from their head.

Older Australians are not taking the same precautions, with only around a quarter of surveyed Baby Boomers choosing to distance their phone from their ear.

Canstar Blue commissions Colmar Brunton to survey 2,500 Australian consumers across a range of categories every few months to measure and track customer satisfaction. The outcomes reported are the results from customers of mobile phone carriers within the survey group. To qualify, the customer has to have an active mobile phone plan in their name and pay those bills.

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 satisfaction

TPG customers are most satisfied with their mobile phone carrier overall. TPG received five stars, followed by Virgin Mobile who received four, while Optus, Telstra and 3 Mobile all received three stars. Vodafone received two stars for overall satisfaction.


TPG customers are most satisfied with the price they pay, according to our survey. TPG received five stars and Virgin Mobile was not far behind with four. Optus, 3 Mobile and Vodafone each received three stars for price, while Telstra received two.


Better customer service means happier customers. TPG received five stars for service, while both Virgin Mobile and Optus tied with a four star rating each. Telstra and 3 Mobile received three stars for this category, while Vodafone received two.


Customers of TPG are the most satisfied with their mobile phone network coverage and reliability. TPG received another five stars for service reliability, while Telstra received four stars. Virgin Mobile and Optus both received three stars each, while 3 Mobile and Vodafone received two stars each in this category.

Accessibility of plan provider

TPG customers are most satisfied with the accessibility of their phone provider (service via shop or ease of starting an account online, or via telephone). TPG received five stars for accessibility, Virgin Mobile and Optus received four stars each, and Telstra, 3 Mobile and Vodafone all received three stars.

Plan availability

Despite a strong show of competition from other brands, TPG customers are the most satisfied their mobile phone plan suits their needs. TPG received five stars for this category, while Virgin Mobile, Optus, 3 Mobile, and Vodafone all received four stars. Telstra received three stars for plan availability this year.


Frustrating bills can spell trouble for mobile phone carriers, but thankfully there were great results for all brands this year. TPG received five stars for billing, and four stars were handed out to Virgin Mobile, Optus, 3 Mobile and Vodafone for their own billing procedures. Telstra received three stars for their billing services.