2012 – Mobile Phone Carriers Ratings

Posted by Canstar Blue July 12th 2012

You are viewing the archived 2012 ratings for mobile phone carriers. Go to the current mobile phone provider ratings.

See Our Ratings Methodology.

Workaholic Australians tied to their mobile phones on holidays

Most Satisfied Customers Award for Mobile Phone Carriers - 2012

Australian respondents to our recent survey admitted they had a hard time leaving their work in the office, with one in five having regularly checked their phone for work emails while on holiday.

New South Welshmen were most likely to have been unable to resist the siren song of work emails (28%), while Western Australians were best at leaving their work behind when on vacation (only 13%).

We also found that the modern day smartphone has proven more than just a tool for texting and phone calls, with more than a third of respondents using other functions on their mobile phone (such as Facebook, Twitter, apps and music) more often than calling people.

While only 16% of customers would rather lose their wallet than their phone, this number jumped up to 32% for Generation Y respondents, and halved to 8% for Baby Boomers.

And for the second year running, TPG has received our most satisfied customers award for mobile phone carriers ahead of telecommunication giants Virgin Mobile, Telstra, Optus, 3 Mobile and Vodafone.

Two brands deserve praise for their five star ratings: Telstra for network coverage and Virgin Mobile for their service and accessibility. TPG really earned its award this year though, with five star ratings for overall customer satisfaction, value for money, service and billing.

While Australians have shown great reliance on mobile devices, our results show that only 25% of respondents bothered to check their mobile phone bill before paying it.

We also found some other interesting facts in our research:

  • 11% of respondents had signed up to receive marketing offers through their mobile phone,
  • Another 11% thought it was acceptable to read someone else’s text messages (including 22% of Generation Y respondents), and
  • More than half of our respondents own a smartphone.

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 of mobile phone carriers within the survey group – in this case, 2,276 people. To qualify, the customer must currently have an active mobile phone account (post or prepaid) in their name 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

Customers of TPG were most satisfied with their mobile phone carrier overall, earning the brand five stars. Next were Virgin Mobile with four stars for this criterion, then Optus, Telstra, 3 Mobile and Vodafone with three.

Value for money

TPG achieved a five star rating for customer satisfaction with their value for money; while Virgin Mobile followed closely with four. Telstra, Optus, 3 Mobile and Vodafone each received three stars.

Service (i.e. pre-sale, point of sale and post-sale)

A tie for the top spot for customer service saw both TPG and Virgin Mobile receive five stars. Telstra and Optus both received four stars for their service, while 3 Mobile and Vodafone both received three.

Accessibility of the plan provider

Customers were most satisfied with Virgin Mobile for the accessibility of their provider (i.e. sales, service, via shop, online, telephone). After Virgin’s five star rating came TPG, Telstra, Optus and Vodafone with four stars each; then 3 Mobile with three.

Billing (i.e. information provided on the bill, ease of understanding, accuracy)

TPG customers were most satisfied with their five star rated bills; followed by Virgin Mobile, Telstra and 3 Mobile with four stars; then Optus and Vodafone with three.

Network coverage

Telstra could not be beaten for their network coverage, earning the brand five stars for this criterion. TPG followed with four stars; Virgin Mobile, Optus and 3 Mobile all received three; and Vodafone received two.