The Australian Communications Consumer Action Network has recently released the results of their consumer survey which examined the customer service delivered by 10 telecommunications providers in Australia, and the results aren’t good.
The survey revealed that customers spend an average of 13 days trying to get complaints resolved, complicated issues can take up to two months to be resolved, and one in five people surveyed reported negative experiences of customer service.
Customers reported that they preferred to phone their telco company for getting an issue sorted, but those who did had to wait 23.3 days for a resolution. However, that resolution wasn’t reached until customers called back an average of 2.7 times, were transferred about three times and spent 1.2 hours on the phone, relaying their issues to different people before reaching the right person.
The survey took into consideration the experiences of 1347 telco customers and was conducted between February and March in 2018. Of those surveyed, 210 customers were with Telstra, 203 were with Optus and 205 with Vodafone. Vodaphone came out on top of the big three, with 61 per cent of customers reporting a positive experience with their customer service teams. However, Telstra and Optus earned themselves around 40 per cent of positive experiences.
Half of TPG, iiNet, Amaysim, Dodo/iPrimus customers reported positive experiences, and those ranked lowest for customer service were Belong – owned by parent company Telstra - and Activ8Me.
These are the telecommunication companies with the best customer service in Australia, ranked one to 10, from best to worst.
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