03.Overall satisfaction

A total 29% of respondents said they were very satisfied overall with their ISP, however this is a drop from 41% in the last survey.

The biggest complaint?

Cost, with 23% of users saying they are very or fairly dissatisfied with the total cost of their ISP account. Here Telstra BigPond fared worst, and their users were more likely to be fairly dissatisfied with the total cost of their account.

Satisfaction by connection

• ADSL2/2+ users were more likely to be very satisfied overall.
• Cable users were more likely to be fairly satisfied overall.
• Portable wireless users were more likely to be fairly dissatisfied overall with the service.
• ADSL2/2+ users were more likely to be very satisfied with their connection speed.
• Portable wireless users were more likely to be fairly dissatisfied with their connection speed.
• ADSL 2/2+ and dial-up users were more likely to be very satisfied with the total cost of their accounts.
• Satellite broadband users were more likely to be very dissatisfied with the total cost of their accounts.
• Dial-up users were more likely to be very or fairly satisfied with the payment options.
• Dial-up users were less likely to be very satisfied with their connection speed.

In terms of providers, there were winners and losers in the satisfaction game, here are the highlights:

ADSL satisfaction

• Westnet, Internode, Chariot Netconnect, Netspace and AAPT customers were more likely to be very satisfied overall.
• Telstra BigPond users were more likely to be only fairly satisfied overall.
• Internode and Netspace users were more likely to be very satisfied with the connection speed and the total cost of the account.
• AAPT users were more likely to be very satisfied with the total cost of the account.
• Telstra BigPond users were less likely to be very satisfied with their connection speed and payment options. They were more likely to be fairly or very dissatisfied with the total cost of the account.

ADSL2/2+ satisfaction

• Internode users were more likely to be very satisfied overall and with their connection speed, total cost and payment options.
• Optusnet and Telstra BigPond users were less likely to be very satisfied overall.
• Telstra BigPond users were more likely to be fairly dissatisfied with the total cost of the account.

Cable satisfaction

• Telstra BigPond users were more likely to be fairly dissatisfied overall and with the cost of their accounts.

Dial-up satisfaction

• iiNet customers were more likely to be very satisfied overall.
• While there are fluctuations between ISPs in terms of satisfaction, it’s clear Telstra BigPond fares worst in the responses from the survey.