2012 – Mobile Phone Retailers Ratings

Posted by Canstar Blue February 9th 2012

You are viewing the archived 2012 ratings for mobile phone retailers. Go to our current mobile phone retailer ratings.

See Our Ratings Methodology.

Landline phones are so 2011, according to Gen Y Aussies

While it is not yet a majority of Australians, 23% of respondents to our recent survey admitted that they no longer have a landline phone and instead rely on their mobile phone.

But the greatest response came from Generation Y respondents – 45% of whom exclusively used mobile phones instead of landlines. In stark comparison, Baby Boomers were five times less likely than Generation Y respondents to choose a mobile as their means of telecommunications at 7%.

Along with a shift away from landline devices, our results showed that 29% of Australians preferred to stick to a pay-as-you-go mobile phone plan over a locked in contract.

We also found that Crazy John’s was number one in terms of customer satisfaction, and received our award for mobile phone retailers when rated alongside Optus, Telstra, Virgin Mobile, All Phones and Vodafone.

Crazy John’s received five stars for overall customer satisfaction, value for money, service, range, phone accessories and clarity of advice. Telstra should also be commended for two five star ratings for their product range and mobile phone accessories.

Another trend our survey uncovered was the use of mobile phones at work, as nearly two in five respondents said they snuck a peak at their phone to check for social media updates while on company time.

Generation Y adopted new technology in greater numbers than other surveyed age groups, with 65% checking social media accounts such as Facebook and Twitter while on the clock.

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 retailers within the survey group – in this case, 1,247 people. To qualify, the customer must have purchased a mobile phone handset and/or mobile phone plan from an Australian mobile phone retailer in the last 12 months. 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 satisfaction

Crazy John’s customers were most satisfied with their mobile phone retailer overall, leaving the ‘loopy’ retailer with five stars for this criteria. Optus, Telstra, Virgin Mobile and All Phones all took out four stars each; and Vodafone received three.

Value for money

Every customer should get the best value for money available for their phone handset and their monthly bill. Crazy John’s received five stars for this criteria; while Optus and Virgin Mobile came close behind with four stars each. Telstra, Vodafone and All Phones received three stars each for their value for money.


For their customer service, Crazy John’s once again produced another five star win. They were followed by Optus, Telstra, Virgin Mobile and All Phones with four stars each; then by Vodafone with three.


Telecommunications heavyweight Telstra received five stars for their range of products and plans, while both Crazy John’s and Optus came next with four stars. Virgin Mobile, All Phones and Vodafone all received three stars for their range.

Phone accessories

Telstra customers were most satisfied with the phone accessories available at their retailer – earning Telstra five stars for this criteria. All Phones, Crazy John’s and Optus all received four stars for this criteria, followed by Virgin Mobile and Vodafone with three.

Clarity of advice

Crazy John’s received another five stars for their clarity of advice regarding contracts and mobile phone handset features. Optus and Telstra came next with four stars each, followed by Virgin Mobile, All Phones and Vodafone with three.