Can You Hear Me? Ranking the customer service of Australia’s phone and internet companies

Overall time spent

Wait times for different enquiries/issues

Average hours spent on phone

What’s the fastest method of contact?

1. In Store 13% of respondents took their issue to a store 8 days for a resolution 1.6 contacts 74% of respondents got a resolution on first contact

2. Social Media Only 2% of respondents used this method 15.5 days for a resolution 1.8 contacts 61% got a resolution on first contact

3. Online chat or messenger 12% used this method 19.6 days for a resolution 2.5 contacts 60% of respondents got a resolution on first contact

4. Phone Most preferred method of contact, chosen by 66% of respondents 23.3 days for a resolution 2.7 contacts 55% of respondents got a resolution on first contact

5. Email Used by 4% of respondents 30 days for a resolution 4.4 contacts 55% got a resolution on first contact

Record Keeping

How easy is it to make a complaint?

Who has the most positive customers?

Where to from here…?