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Consumers who know their NBN speed are more satisfied with their provider

Source: Roy Morgan Single Source (Australia), April 2019 – June 2019, n=1,172.
Base: Australians 14+ with a connection to the National Broadband Network (NBN).
New research from Roy Morgan shows that consumers who know what their NBN plan’s ‘typical evening speed’ should be are more satisfied with their provider (78%) than those who do not know (68.1%) according to research conducted in the three months to June 2019.

Analysis of the consumer NBN market shows that 49.9% of consumers don’t know“What typical evening speed is included in your NBN plan?”  The typical evening speed is the top speed your NBN plan is capable of achieving in peak hour internet traffic and is offered in four tiers: basic, standard, standard plus and premium.

Interestingly this lack of knowledge about speed is not simply because someone may not be the Primary or Joint Fixed Broadband Decision Maker. For the 49.9% of consumers who don’t know the ‘typical evening speed’ of their NBN plan a clear majority of 59.8% are either the Primary (25.2%) or Joint (34.6%) Fixed Broadband Decision Maker.

Percentage of consumers with NBN plans who know their ‘typical evening speed’

Source: Roy Morgan Single Source (Australia), April 2019 – June 2019, n=1,172. Base: Australians 14+ with a connection to the National Broadband Network (NBN).

Knowing your NBN speed linked with increased satisfaction with NBN Provider

There is a clear link between those who do know their NBN speed tier and increased satisfaction with their internet service provider (78.0%).

In contrast just over two-thirds of those who did not know their typical evening speed (68.1%) were satisfied with their internet service provider, a significant difference of 9.9% points.

Satisfaction with NBN Provider

Source: Roy Morgan Single Source (Australia), April 2019 – June 2019, n=1,172. Base: Australians 14+ with a connection to the National Broadband Network (NBN).

Michele Levine, CEO of Roy Morgan, says:

“The National Broadband Network (NBN) has been built progressively for eight years throughout Australia with building commencing in 2011 in regional areas such as Geraldton (WA), Toowoomba (QLD), Tamworth (NSW), Ballarat (VIC) and Darwin (NT) and continuing to this day with completion due next year.

“Analysis of the consumer NBN market shows that half (49.9%) don’t know what NBN speed tier they have which is known as the ‘typical evening speed’  - the speed your NBN plan is capable of achieving in peak hour internet traffic.

“This lack of knowledge does have a real commercial impact as consumers who know their NBN speed are far more likely to be satisfied with the NBN service (78%) they have than those who don’t know (68.1%) the speed of their NBN service .

“Extensive research by Roy Morgan over many years shows that those who have a lower level of satisfaction with a given service, including internet and mobile service providers, are more likely to explore alternative plans to increase their levels of satisfaction.

“The most popular NBN speed tier is the NBN 50 Standard Plus which 17.3% of the NBN consumer market knows they have, ahead of the NBN 25 Standard (15%), NBN 12 Basic (10.6%) while just 7.1% are aware they have the fastest NBN 100 Premium service.

“There exists a clear opportunity for enterprising NBN re-sellers to exploit the gaps, and satisfaction deficit, that many NBN consumers have. The key is getting through to those making decisions on which NBN speed tier to buy for the house. Incredibly a third of primary decision makers (33.1%) and half of joint decision makers (50.1%) in the household do not know their NBN speed tier.

“Finding out exactly who these consumers are and whether or not they are satisfied with the current level of service they have with their NBN plan is possible with the qualitative and quantitative data available via the Roy Morgan Single Source derived from in-depth face-to-face interviews with over 1,000 Australians every week and over 50,000 every year.”

For comments or more information please contact:
Roy Morgan - Enquiries
Office: +61 (03) 9224 5309
askroymorgan@roymorgan.com


About Roy Morgan

Roy Morgan is the largest independent Australian research company, with offices throughout Australia, as well as in Indonesia, the United States and the United Kingdom. A full service research organisation specialising in omnibus and syndicated data, Roy Morgan has over 70 years’ experience in collecting objective, independent information on consumers.

Margin of Error

The margin of error to be allowed for in any estimate depends mainly on the number of interviews on which it is based. Margin of error gives indications of the likely range within which estimates would be 95% likely to fall, expressed as the number of percentage points above or below the actual estimate. Allowance for design effects (such as stratification and weighting) should be made as appropriate.

Sample Size

Percentage Estimate

40%-60%

25% or 75%

10% or 90%

5% or 95%

1,000

±3.0

±2.7

±1.9

±1.3

5,000

±1.4

±1.2

±0.8

±0.6

7,500

±1.1

±1.0

±0.7

±0.5

10,000

±1.0

±0.9

±0.6

±0.4

20,000

±0.7

±0.6

±0.4

±0.3

50,000

±0.4

±0.4

±0.3

±0.2