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

2. Overall time spent

3. Wait times for different enquiries/issues

4. Average hours spent on phone

5. What’s the fastest method of contact?

6. 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

7. 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

8. 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

9. 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

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

11. Record Keeping

12. How easy is it to make a complaint?

13. Who has the most positive customers?

14. Where to from here…?