Source: Roy Morgan Single Source Australia, October 18 – September 19, n=7,751.
Base: Australians aged 14+ who indicated satisfaction with home phone provider.
Southern Phone has won its third consecutive Roy Morgan Home Phone Provider of the Month Award, with a customer satisfaction rating of 82% for September 2019. Southern Phone was followed by Internode on a satisfaction rating of 79%, iPrimus on 73%, iiNet on 72% and TPG on 72%.
Home phone usage has consistently declined over recent years. The number of Australians aged 14+ with a home phone dropped from 14.2 million (74.3% of the population) in 2013, to 9.4 million (45.4%) in September 2019. Meanwhile, the number of Australians with one or more mobile phones has risen over the same period, from 17.7 million (92.2%) to 19.9 million (95.9%).
Australians aged 65+ have the highest proportion of home phone ownership (73.0% as of September 2019). This is followed by those aged 50-64 (58.3%), 14-17 (44.9%), 35-49 (39.9%), 18-24 (28.7%) and 25-34 (18.8%).
As a group, Australians who use Southern Phone as their home-phone provider tend to skew older than the average home-phone user. The mean age of Southern Phone customers (14+) was 57 years, compared to 53 years for home-phone users in general and 46 for Australians aged 14+ as a whole. In terms of location, they are most likely to be found in country areas (85.5%).
Michele Levine, CEO of Roy Morgan, says:
“Despite the continuing rise of mobile phones, the home-phone market still comprises a significant number of consumers. Almost three-quarters of Australians aged 65+ years old and three-fifths of Australians aged 50-64 years old still have a home phone (compared to less than a fifth of Australians aged 25-34 years old).
“Southern Phone continues to do a terrific job, taking out this month’s Customer Satisfaction Award with a customer satisfaction rating of 82%, a clear lead over its competitors.”
Leading Home Phone Customer Satisfaction Ratings for September 2019
Source: Roy Morgan Single Source Australia, October 18 – September 19, n=7,751.
Base: Australians aged 14+ who indicated satisfaction with home phone provider.
Home Phone Ownership across age groups
Source: Roy Morgan Single Source Australia, January 2013 – September 2019. 12-month rolling time periods. Average interviews per 12-month period n = 39,839. Base: Australians aged 14+.
The highlights featured in this release are only a small part of the telecommunications data available from Roy Morgan. Our full database enables a truly holistic and unique understanding of consumer behaviour and trends, with information gathered from 50,000 consumers each year, over more than two decades. To find out more ask Roy Morgan.
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