Being the second largest telecommunications company in Australia, Optus has progressed far since it began commercial operations in 1992. In 1991, Optus became the first telco company in Australia to be awarded a competitive carrier license. Since then, it has become a company which, according to its site, supports “nine million mobile services, one million fixed and broadband customers, and thousands of Australian businesses”.
Optus also owns Virgin Mobile in Australia, and companies such as amaysim and iiNet use the Optus network, which reaches 98.5% of the Australian population.
What our survey respondents say about Optus
Canstar Blue’s most recent survey of consumers who had purchased a mobile phone handset and/or mobile phone plan from an Australian mobile phone retailer in the last 12 months (just over 1,100 people) garnered the following comments, among many others, from customers of Optus:
|I like that they send me frequent tests telling me that I am close to using my data and phone calls. They are also linked to frequent flyer points.||Their customer service was a bit hit and miss, e.g. Paperwork was not handled in a timely manner which resulted in a number of follow up phone calls which wouldn’t have been necessary otherwise.|
|Uninterrupted service.||The plans still need to be cheaper.|
|Optus provides excellent customer service and great ranges of phone plans to suit people’s needs.||Would prefer to have cheaper plan options and a bill that is easier to understand.|
|Good speed internet on my phone (first time with 4G).||Customer service keeps calling to get me to upgrade/change my contract early, despite me saying I am not interested.|
|Had a great experience with a sales assistant, incredibly helpful.||Too expensive for prepaid phones.|
Source: www.canstarblue.com.au Mobile Phone Retailer survey 2014, conducted on by Colmar Brunton
Other mobile phone retailer brands we surveyed
Canstar Blue commissions Colmar Brunton to regularly survey Australian consumers across a range of categories to measure and track customer satisfaction. The outcomes reported are the results from customers within the survey group who have purchased a mobile phone handset and/or mobile phone plan from an Australian mobile phone retailer in the last 12 months – in this case, 1,108 people.
The other mobile phone retailer brands in this year’s survey are:
- Virgin Mobile