Internode tops customer success poll: Roy Morgan
In the September 2008 report, which drew on a sample of more than 13,000 during the previous 12 months, Roy Morgan stated that 83.7 per cent of customers reported that Internode had exceeded or mostly met their expectations.
Extending Internode's poll-topping performance in previous Roy Morgan reports, this achievement compares with an industry-average customer satisfaction rate of 66.3 per cent.
Roy Morgan Research is the largest independent Australian research company, with offices in each state of Australia, as well as in New Zealand, the United States and the United Kingdom.
Announcing its research results, Roy Morgan stated: "Internode had the biggest proportion of customers whose expectations were exceeded or mostly met (83.7 per cent) and demonstrated the biggest increase in satisfaction over the past year (from 74.4 per cent)".
Internode is the largest independently-owned broadband services company in Australia. The company has more than trebled in size during the past three years: It now has more than 350 employees and 150,000 broadband customers nationally, most of whom are outside its home state of South Australia.
Internode managing director Simon Hackett welcomed the research results. "During several years of record-breaking growth, Internode has invested heavily in customer service to meet the expectations of our new and existing customers," he said.
"What’s significant here is that a credible researcher like Roy Morgan independently validates the informal feedback we receive that customers like the experience of being with Internode."