Superloop has come out on top in WhistleOut's first-ever Internet Customer Satisfaction Awards, taking out three out of four categories and winning the overall prize.
Working in tandem with the annual WhistleOut Awards, the Customer Satisfaction Awards are based on customer surveys that asked over a thousand Australians about their telco experiences. People were asked how they feel about speed, reliability, price, and customer service.
Superloop was the winner for speed, reliability, and price. It scored 4.3/5, 4.22/5, and 3.9/5 in these respective categories. Aussie Broadband was the winner for customer service, with a score of 4.12/5. When the scores were averaged, Superloop was crowned the overall winner.
Here are the full results:
| Average satisfaction score | Speed | Reliability | Price | Customer service | |
|---|---|---|---|---|---|
| Superloop | 4.09 | 4.3 | 4.22 | 3.9 | 3.93 |
| Aussie Broadband | 3.96 | 4.08 | 4.1 | 3.52 | 4.12 |
| Origin | 3.94 | 4.16 | 4.1 | 3.58 | 3.93 |
| Dodo | 3.93 | 4.16 | 4.06 | 3.72 | 3.79 |
| iiNet | 3.86 | 4 | 4.04 | 3.4 | 4 |
| Telstra | 3.79 | 4.08 | 4.08 | 3.46 | 3.55 |
| Vodafone | 3.74 | 3.94 | 3.88 | 3.64 | 3.5 |
| TPG | 3.73 | 3.82 | 3.86 | 3.66 | 3.58 |
| Optus | 3.66 | 3.96 | 4.04 | 3.54 | 3.08 |
| iPrimus | 3.60 | 3.8 | 3.88 | 3.34 | 3.38 |
| Belong | 3.47 | 3.78 | 3.94 | 3.26 | 2.9 |
All scores are out of five
Here are Superloop's NBN plans:
And here's a selection of NBN 100 plans from the providers featured in this data:
While Superloop was the overall winner for Internet Customer Satisfaction, the WhistleOut survey also looked at whether customers would recommend their provider to others.
Aussie Broadband came out on top in this category: 48% of Aussie Broadband internet customers surveyed would "strongly recommend" the NBN provider to a friend or family member.
TPG was a hair behind, with 46% of customers giving it a strong recommendation. Superloop and Origin were in equal third, with 33%.
Here's how the full results line stack up:
| NBN provider | Percentage of customers that would "strongly recommend" the provider |
|---|---|
| Aussie Broadband | 48 |
| TPG | 46 |
| Origin | 33 |
| Superloop | 33 |
| Telstra | 30 |
| Vodafone | 30 |
| Dodo | 28 |
| iiNet | 26 |
| Optus | 26 |
| Belong | 18 |
| iPrimus | 15 |
WhistleOut started surveying Australian internet users on customer satisfaction in November last year. For a provider to be considered for a Customer Satisfaction award, 50 survey responses were needed from respondents who had been customers for at least six months.
The results include customers on NBN plans, 4G internet plans, and 5G internet plans.
These are the most popular NBN 50 plans with WhistleOut users this week:
Alex Choros
Thousands of internet plans unpacked. All the facts. No surprises.
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