Internode has most satisfied broadband customers, according to Roy Morgan

Jacqui Dent - Editorial Strategist

Last updated 31 July 2019

Internode has most satisfied broadband customers, according to Roy Morgan

Internode has come out on top of Roy Morgan's Internet Service Provider Customer Satisfaction Monthly Awards for June 2019, scoring a customer satisfaction rating of 82%. According to Roy Morgan Research, that is an 18% point improvement over June 2018, and the largest increase in satisfaction of any of the leading ISPs included in the survey.

The result is a big win for the TPG Group, which owns Internode, iiNet and TPG itself, ISPs that came collectively first, second and third on the leaderboard. iiNet had a customer satisfaction rating of 82%, while TPG scored a satisfaction rate of 79%.

Following the TPG group was Optus and Telstra-owned Belong, both at 74%, then Telstra itself at 72%. Trailing in last were Vocus Group owned iPrimus and Dodo at 71% and 70% respectively.

Graph of Roy Morgan Internet Service Provider Customer Satisfaction results

Roy Morgan says results were determined based on a survey sample of 14,836 Australians over the age of 14.

Here's how unlimited NBN 50 plans from each of the providers compare:

#1	Dodo Editor's Pick	Dodo All Fixed Line nbn® Editor's Pick nbn50 Unlimited Plan All Fixed Line nbn® nbn® 50/17 Mbps Unlimited Data Deal: Incl. $30/mth discount for 6 months based on the standard price $87.99/mth. Ends 08.12.26. T&Cs apply. $57.99/mth for first 6 mths, then $87.99/mth Min. cost $57.99 Go to Site*	$57.99/mth for first 6 mths, then $87.99/mth Min. cost $57.99	Go to Site
#2	TPG	TPG All Fixed Line nbn® nbn50 Unlimited Plan All Fixed Line nbn® nbn® 50/17 Mbps Unlimited Data Deal: $69.99/mth for first 6 months, then $89.99/mth. T&Cs apply. $69.99/mth for first 6 mths, then $89.99/mth Min. cost $69.99 Link not supplied	$69.99/mth for first 6 mths, then $89.99/mth Min. cost $69.99	Link not supplied
#3	iiNet	iiNet All Fixed Line nbn® nbn50 Liimitless All Fixed Line nbn® nbn® 50/17 Mbps Unlimited Data Deal: Includes $20/mth off for 6 mths – $69.99/mth for first 6 months, then $89.99/mth. Use code SAVE20FOR6 $69.99/mth + $10 Upfront for first 6 mths, then $89.99/mth Min. cost $79.99 Link not supplied	$69.99/mth + $10 Upfront for first 6 mths, then $89.99/mth Min. cost $79.99	Link not supplied
#4	Optus	Optus All Fixed Line nbn® Optus Everyday nbn® All Fixed Line nbn® nbn® 50/17 Mbps Unlimited Data Deal: $82/mth for a year, then $97/mth or as notified. New services. Incl intro offer + extra $5/mth off. Min cost $388. Ends 6/10. $82/mth for first 12 months, then $97/mth or as notified Min. cost $82 Link not supplied	$82/mth for first 12 months, then $97/mth or as notified Min. cost $82	Link not supplied
#5	iPrimus	iPrimus All Fixed Line nbn® Standard Plus Plan All Fixed Line nbn® nbn® 50/17 Mbps Unlimited Data $90/mth Min. cost $90 Link not supplied	$90/mth Min. cost $90	Link not supplied
#6	Telstra	Telstra Essential Internet Only Plan (Fixed Wireless) nbn® Wireless 68/7 Mbps Unlimited Data Deal: Get 50% off any home nbn plan for 2 months. Add code PROMO at checkout. Ends 05.10.26. T&Cs apply. $99/mth Min. cost $49.50 Link not supplied	$99/mth Min. cost $49.50	Link not supplied

Internode customers were also found to be least likely to switch their broadband plan in the next 12 months. After a survey conducted in March 2019 Roy Morgan found that only 4.5% of Internode customers were likely to switch, compared with an 8.8% average across all fixed-line broadband customers.

Southern Phone, the Aussie telco specialising in regional Australian services, came in last on the leaderboard with a staggering 15.3% of customers saying they were likely to switch within the next 12 months.

Here's how all providers compared:

Roy Morgan Internet Service Provider customer switching intention survey results March 2019

Behind Internode was Westnet (4.9%), Foxtel (5%), iPrimus (6.7%), Telstra (6.9%), Optus (10.1%), iiNet (11.2%), TPG (11.8%), Belong (12.3%) and Dodo (12.6%).

Roy Morgan says these results were determined based on a survey sample of 9,853 Australians with a fixed broadband service.

Jacqui Dent

Editorial Strategist

Jacqui Dent is an Editorial Content Strategist at WhistleOut Australia, where she writes about mobile phone plans, NBN plans and everything in between. Over her ten-year career, she has worked to provide informed advice to the public, first in the sphere of writing and now in the world of consumer tech. Jacqui has also written about consumer telco products for Business Insider, Pedestrian and the 50Up Club.

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