Telcos should focus on customer needs: ACA

Customers have mixed feelings about their satisfaction with telecommunications companies, according to a survey.

The Australian Communications Authority (ACA) annual consumer satisfaction survey revealed mixed results, with satisfaction increasing in some areas and falling in others.

Dr Bob Horton, acting chairman at the ACA, said a large number of consumers still find information about their fixed line and mobile services difficult to find and understand.

Customers' satisfaction about customer service and information provision for bundled services had decreased, according to a statement issued by the ACA.

On a more positive note, the ACA found household consumers were more satisfied with mobile phone customer service, directory assistance services, overall fault repair and service connection for fixed phone services.

Of small businesses surveyed, the majority weren't happy with the cost of fixed phone line rental and mobiles services.

In a statement about the survey, Horton warned telcos to pay attention to the small business sector. "The Australian economy is largely driven by the small business sector," Horton said. "The telecommunications industry should therefore be concerned that the small business community feels its particular needs are not being adequately met."

More than 4000 people were involved in the ACA's survey that looked at customer satisfaction in customer service, fault restoration and connection, perception of service costs and attitudes towards competitive aspects of key telecommunications services.