Telstra and Dodo rated duds in internet satisfaction survey

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Updated

July 07, 2017 13:01:03

Telstra and Dodo customers are giving the telcos a bad rap in a CHOICE survey that found 62 per cent of Australians are experiencing slow speeds, disconnection and drop-out issues with their internet.

More than 2,000 people were surveyed about their internet use in the past six months with speed and reliability getting the worst ratings on broadband services.

Some of the better performing internet providers on overall satisfaction were Internode, iiNet and iPrimus, with Telstra and Dodo coming out on the bottom of the survey.

Telstra has been under scrutiny in the past two years for repeated service drop-outs and has apologised to customers more than once.

Internet satisfaction

Company Overall satisfaction
Internode 81
iiNet 78
iPrimus 75
Optus/OptusNet 75
TPG 74
AVERAGE 73
Telstra (including Bigpond, Belong) 70
Dodo 69

Overall scores based on connection speed, value for money, reliability, bill clarity, ease of setup, customer support and technical support.

CHOICE chief executive officer Alan Kirkland said he was not surprised Telstra rated poorly on value for money.

“[Telstra] are one of the most expensive providers,” he said.

“When we looked at Telstra services last year and compared like-for-like with other services we found that consumers can pay a premium of up to 92 per cent just for going with Telstra.”

A Telstra spokesman said they understood “value and a great network experience” was important for customers.

“We will continue to invest more than any other Australian telco to provide the best network experience, offer plans with generous allowances that meet the changing ways people use their service and include a number of valuable extras customers can’t get anywhere else,” the spokesman said.

Bang for your buck

Company Value for money
TPG 80
Internode 78
iiNet 78
iPrimus 74
Dodo 74
AVERAGE 73
Telstra (including Bigpond, Belong) 66

Dodo disappointed on connection speed and reliability of connections, which Mr Kirkland said was probably a result of their sales strategy.

“It’s interesting to see Dodo do so poorly for connection speed given that it spruiks ‘superfast’ broadband. Clearly people are not getting what they paid for,” Mr Kirkland said.

The survey also identified bundled offers were not the most important factor for consumers when selecting a plan, with customers instead focused on a basic service that was reliable and value for money.

“When it comes to broadband you want it to work when you need it to work, whether you’re trying to watch a movie or work from home,” he said.

“Those issues around speed and reliability are what’s driving Australian consumers mad.”

Slow speeds and connection issues were also one of the major problems reported amongst those with the NBN.

Customer service

Company Customer support
Internode 82
iiNet 77
iPrimus 75
TPG 74
Optus/OptusNet 72
AVERAGE 72
Telstra (including Bigpond, Belong) 69

Topics:

consumer-protection,

telecommunications,

internet-technology,

australia,

nsw

First posted

July 07, 2017 12:04:16



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