Virgin boasts most satisfied customers: Study

By By Wenlei Ma | 27 September 2012

Mobile phone users' satisfaction levels with their carriers are down on the previous year, however Virgin and Telstra are seeing bright spots, according to a survey.

AIMIA's Australian Mobile Phone Lifestyle Index report found that despite the decline of overall customer satisfaction levels, Virgin customers were considerably more satisfied for almost all services except for coverage. Telstra customers were most satisfied with network coverage compared to other carriers. Conversely, Vodafone boasted the most unsatisfied customers across overall satisfaction, customer service, network coverage, and content and services.

The report claimed 76% of respondents owned a smartphone while 38% owned a tablet. The study surveyed online Australian mobile phone owners aged 18 to 75. Recent Australian smartphone penetration rates from Roy Morgan, Telstra and Google place it in the 46% to 52% range.

According to the Index, one third of respondents who owned a tablet reported a decline in their mobile usage for the purposes of web surfing.

Research partner Complete the Picture Consulting director Marisa Maio Mackay said in a statement: “Given the emerging use of tablets, the full story on the relationship between mobile phone and tablet use is still evolving. We're seeing phenomenal growth in tablets, but of course smartphone usage is still on a steady incline.

“What's most interesting from this year's report is that we're seeing potential for the mobile phone and the tablet to be complementary devices. This is exciting news for developers and brands with cross platform ideas. When we asked people to predict how they expected to use their phones in future, there was not a huge difference between tablet owners and non-tablet owners.”

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