 |
|
 |
About the survey
The Australian Broadband Survey for 2004 was conducted over a four week period —
from 16 November to 13 December 2004, during which the survey was completed
a total of 13,665 times.
Of these, 302 entries were rejected because they did not contain email confirmation;
an additional 110 submissions were deemed to be duplicates or otherwise invalid.
The final corpus used for statistical analysis contained 13,253 qualified responses.
The survey was promoted in a number of high-visibility locations on the internet,
which included many of Australia's most populous online communities.
A number of popular online destinations graciously provided space for the survey to be
promoted – most notably the very popular yourTV website.
About the results
What is most clearly evident from these results is an industry which has matured
over the past 12 months. Concern over contract terms is dropping. New
customers are receiving clearer and more accurate installation guidance.
Users are generally happier about the reliability of their connection. And
for the most part, they're less inclined to churn today than they were a
year ago.
The majority of users believe that the value of their broadband connection has increased
over the past year. 72.5% of respondents felt that they were getting better value while only
3.1% believed that the value of their connection had decreased.
Dissatisfaction with the ISP contracts has decreased markedly although one in three
respondents still expressed some concerns. Most notably, consumers are less worried
about ISPs changing their Terms and Conditions. Users are either becoming more comfortable
about the terms and conditions that govern their contracts (and the Acceptable Use Policies
which also decreased as a source of unhappiness), or they are becoming increasingly blasé.
The balance of features that users look for in a broadband connection is also changing.
The number of users who value constantly fast speeds has increased by 7% in the last twelve
months while the number who value large quotas has dropped by 5%. The same pattern is visible
in the factors that would tempt users to a new ISP. Respondents who would be tempted by
higher speeds increased by 6% and the number who would be tempted by higher quotas fell by 14%.
This increased "need for speed" will help the penetration of the faster ADSL2/2+ standards
in the second half of 2005.
Internode and iiNet experienced the largest growth in market share among this year's
respondents. The number of iiNet users increased from 13.3% to 17.7% and Internode's growth
was stronger still, up 6.3% to 16.8% of users. In comparison, market share amongst the
biggest players — Telstra and Optus — remained largely static.
|
|
The broadband marketplace
|
|
In the last twelve months, has broadband value changed?
|
 |
|
|
|
| It is better |
 |
9613 |
72.5% |
| It is much the same |
|
3226 |
24.3% |
| It is worse |
|
414 |
3.1% |
|
|
Do you feel comfortable committing to a broadband contract longer than six months?
With broadband value steadily improving month by month, informed consumers are wary of
being locked into a single provider for too long.
|
|
|
|
|
| Very comfortable |
|
1172 |
8.8% |
| I don't mind |
|
4175 |
31.5% |
| I'd rather not |
|
6102 |
46% |
| Very uncomfortable |
|
1804 |
13.6% |
|
|
What is most important for you in a broadband connection?
This question looks at five common attributes of broadband that ISPs frequently mention when
extolling the virtues of their particular service. Which ones do consumers relate with?
|
|
|
|
|
| Constantly fast speeds |
|
6269 |
47.3% |
| It is always connected |
|
2751 |
20.8% |
| Ability to download large amounts |
|
2549 |
19.2% |
| Lower service costs |
|
1075 |
8.1% |
| Frees up telephone line |
|
590 |
4.5% |
| Exclusive content from your ISP |
|
18 |
0.1% |
|
|
Is city-wide wireless broadband something you'd find useful?
|
|
|
What premium would you be prepared to pay for fully mobile, city-wide wireless broadband, compared to a similar ADSL service?
|
|
|
|
|
| Not interested |
|
5285 |
39.9% |
| $10 extra per month |
|
4315 |
32.6% |
| $20 extra per month |
|
2541 |
19.2% |
| $30 extra per month |
|
672 |
5.1% |
| $50 extra per month or more |
|
251 |
1.9% |
| $40 extra per month |
|
189 |
1.4% |
|
|
How broadband is being used |
|
Why do you have broadband?
|
|
|
|
|
| Fast downloads |
|
11065 |
83.5% |
| Fast web surfing |
|
10904 |
82.3% |
| Always-on web access |
|
10188 |
76.9% |
| Share net with multiple PCs |
|
7958 |
60% |
| Always-on email |
|
7622 |
57.5% |
| P2P file sharing |
|
6350 |
47.9% |
| Online gaming |
|
5996 |
45.2% |
| Always-on instant messaging |
|
5617 |
42.4% |
| Streaming audio/video |
|
4628 |
34.9% |
| Connect to office from home |
|
3285 |
24.8% |
| Voice over IP (VoIP) |
|
1900 |
14.3% |
|
|
What would you like to be able to use broadband for, but haven't yet been able to? |
|
|
|
|
| Make phone calls |
|
5691 |
46.9% |
| Video conferencing |
|
2815 |
23.2% |
| Connect to office from home |
|
878 |
7.2% |
| Share net with multiple PCs |
|
659 |
5.4% |
| Online gaming |
|
630 |
5.2% |
| P2P file sharing |
|
340 |
2.8% |
|
|
How many people frequently use your broadband connection?
|
|
|
|
|
| 1 |
|
1992 |
15% |
| 2 |
|
4633 |
35% |
| 3 |
|
2508 |
18.9% |
| 4 |
|
1713 |
12.9% |
| 5 |
|
755 |
5.7% |
| 6 or more |
|
448 |
3.4% |
|
|
How many computers are connected to your broadband connection? |
|
|
|
|
| 1 |
|
2373 |
17.9% |
| 2 |
|
3514 |
26.5% |
| 3 |
|
2677 |
20.2% |
| 4 |
|
1627 |
12.3% |
| 5 |
|
847 |
6.4% |
| 6 |
|
455 |
3.4% |
| 7 |
|
173 |
1.3% |
| 8 or more |
|
381 |
2.9% |
|
|
Do you share your broadband connection via a network?
The number of respondents using a wireless network has nearly doubled
(from 22.5% to 39%) over the past 12 months. This may be attributed to a
drop in wireless network equipment and computer notebook costs.
|
|
|
|
|
| Yes, wired ethernet |
|
5179 |
42.7% |
| Yes, wired and wireless |
|
4182 |
34.4% |
| Yes, wireless only |
|
553 |
4.6% |
| No |
|
2130 |
17.5% |
|
|
Do you currently use voice over IP (VoIP)?
A large portion of respondents indicated that although they do not use
VoIP they are interested in doing so. The next 24 months should see these
figures reverse as VoIP enters the mainstream.
|
|
|
|
|
No, but I am interested in
using broadband to make
phone calls |
|
7580 |
62.4% |
| No, not interested |
|
3091 |
25.5% |
| Yes |
|
1469 |
12.1% |
|
|
How much would you be prepared to pay to get the hardware necessary to make good quality internet calls? |
|
|
|
|
It would have to be a
zero up-front charge |
|
2487 |
20.5% |
| Up to $25 |
|
1521 |
12.5% |
| Up to $50 |
|
1957 |
16.1% |
| Up to $100 |
|
2158 |
17.8% |
| Up to $200 |
|
722 |
5.9% |
| Over $200 |
|
211 |
1.7% |
| Not interested |
|
3087 |
25.4% |
|
|
On top of your current monthly broadband fee, how much would you be prepared to pay for unlimited nationwide calling? |
|
|
|
|
| $10/month |
|
4465 |
36.8% |
| $20/month |
|
1980 |
16.3% |
| $30/month |
|
639 |
5.3% |
| $40/month |
|
147 |
1.2% |
| $50/month or more |
|
108 |
0.9% |
| Not interested |
|
4804 |
39.5% |
|
|
Signing up to broadband |
|
Have you read your ISP's contract?
|
|
|
|
|
| Yes, thoroughly |
|
2682 |
22.1% |
| Yes, briefly |
|
7188 |
59.2% |
| No |
|
2061 |
17% |
| Was never made aware of it |
|
209 |
1.7% |
|
|
Is there anything you dislike about your broadband service contract with your ISP?
|
Fewer people are finding broadband contracts objectionable. This may be
attributed to incentives such as free installation, modem and "first X
months free" offers.
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
iiNet |
BigPond |
Internode |
OptusNet |
WestNet |
Netspace |
TPG |
Swift |
Exetel |
aaNet |
OzEmail |
(Other) |
(Avg.) |
| ISP can change conditions at any time |
23.9% |
59.1% |
15.6% |
49.2% |
16.1% |
24.6% |
57.6% |
21.5% |
22.7% |
17.9% |
26.6% |
29.2% |
32.7% |
| Legalese and vagueness |
7.8% |
31.5% |
4.3% |
21.6% |
4.9% |
9.0% |
21.5% |
8.6% |
11.1% |
9.4% |
16.1% |
13.2% |
14.0% |
| Not allowed to run server |
5.9% |
22.4% |
2.5% |
56.1% |
1.4% |
3.5% |
5.4% |
1.1% |
2.9% |
1.3% |
4.9% |
8.7% |
13.0% |
| Acceptable use policy |
5.0% |
24.8% |
4.1% |
33.9% |
5.0% |
4.3% |
6.7% |
5.0% |
8.9% |
2.6% |
6.3% |
9.1% |
11.8% |
| Blocked ports |
2.8% |
16.2% |
0.9% |
34.7% |
1.6% |
1.5% |
6.2% |
2.6% |
2.2% |
0.9% |
6.3% |
7.9% |
8.7% |
|
|
How did you research your decision to go with your ISP?
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
iiNet |
BigPond |
Internode |
OptusNet |
WestNet |
Netspace |
TPG |
Swift |
Exetel |
aaNet |
OzEmail |
(Other) |
(Avg.) |
| Whirlpool news/forums |
63.4% |
24.2% |
79.6% |
28.0% |
55.8% |
69.7% |
65.0% |
70.5% |
74.2% |
79.1% |
42.7% |
40.3% |
54.3% |
| Broadband Choice |
44.8% |
19.1% |
49.7% |
17.2% |
37.2% |
48.2% |
43.2% |
47.7% |
55.9% |
64.1% |
30.8% |
31.5% |
37.4% |
| Friend's recommendation |
42.9% |
22.7% |
38.3% |
42.3% |
46.4% |
36.3% |
22.1% |
32.7% |
26.0% |
17.9% |
25.9% |
27.8% |
34.3% |
| ISP's website |
38.8% |
26.1% |
39.9% |
22.6% |
35.6% |
33.6% |
30.8% |
29.3% |
33.3% |
33.3% |
42.7% |
30.3% |
32.4% |
| Telephoned the ISP |
7.8% |
16.3% |
6.0% |
15.7% |
12.3% |
6.9% |
6.2% |
5.7% |
5.3% |
4.7% |
11.9% |
17.6% |
10.7% |
| ISP's forums |
6.1% |
2.1% |
13.4% |
3.7% |
8.2% |
6.1% |
6.1% |
20.8% |
25.1% |
27.8% |
4.2% |
5.9% |
8.3% |
| Magazine article |
7.8% |
6.0% |
11.4% |
11.1% |
5.1% |
9.5% |
4.7% |
3.6% |
3.1% |
1.7% |
7.7% |
4.4% |
7.3% |
| Web search engine |
5.2% |
4.3% |
4.9% |
8.2% |
4.7% |
4.9% |
5.4% |
4.2% |
4.8% |
4.3% |
7.7% |
7.8% |
5.5% |
| Ad in newspaper/magazine |
1.1% |
11.4% |
0.2% |
11.9% |
1.7% |
3.0% |
17.3% |
0.3% |
0.2% |
0.0% |
9.8% |
4.8% |
5.4% |
| Ad on television/radio |
0.6% |
8.0% |
0.2% |
11.1% |
0.6% |
0.9% |
2.0% |
0.3% |
0.0% |
0.0% |
2.8% |
5.9% |
3.5% |
| Newspaper article |
1.6% |
3.5% |
1.5% |
4.7% |
1.3% |
1.4% |
2.8% |
1.0% |
3.9% |
0.4% |
4.9% |
1.3% |
2.3% |
|
|
Is this the first broadband provider you've subscribed to?
|
|
|
|
| Users on BigPond |
|
78.4% said yes |
| Users on OptusNet |
|
78.2% said yes |
| Users on OzEmail |
|
76.9% said yes |
| Users on iiNet |
|
59% said yes |
| Users on Netspace |
|
55.9% said yes |
| Users on TPG |
|
54.3% said yes |
| Users on WestNet |
|
50.7% said yes |
| Users on aaNet |
|
50.4% said yes |
| Users on Internode |
|
46.7% said yes |
| Users on Swift |
|
43.2% said yes |
| Users on Exetel |
|
36.6% said yes |
|
|
How did your ISP keep you up-to-date while your application was in progress? |
An increase in email, web and SMS contact methods indicates a reliance
on automated contact methods as opposed to human contact.
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
iiNet |
BigPond |
Internode |
OptusNet |
WestNet |
Netspace |
TPG |
Swift |
Exetel |
aaNet |
OzEmail |
(Other) |
(Avg.) |
| Email confirmation |
82.8% |
38.1% |
56.1% |
15.3% |
57.0% |
48.8% |
77.7% |
68.9% |
84.3% |
67.9% |
74.8% |
48.1% |
54.9% |
| I called them |
30.6% |
49.3% |
27.5% |
43.3% |
25.9% |
33.3% |
25.4% |
16.9% |
9.4% |
11.5% |
39.2% |
44.0% |
33.5% |
| Progress tracking website |
27.2% |
2.1% |
67.0% |
1.2% |
41.2% |
47.1% |
56.9% |
60.3% |
61.0% |
66.7% |
3.5% |
11.2% |
32.6% |
| They called me |
11.1% |
29.9% |
16.9% |
48.7% |
54.3% |
25.3% |
5.8% |
4.7% |
3.1% |
5.1% |
15.4% |
36.1% |
25.3% |
| They contacted me via SMS |
14.1% |
0.2% |
41.6% |
0.7% |
26.3% |
23.1% |
0.0% |
5.5% |
0.2% |
0.9% |
0.0% |
0.9% |
12.6% |
|
|
How long was the contract period you agreed to when signing up with your ISP?
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
iiNet |
BigPond |
Internode |
OptusNet |
WestNet |
Netspace |
TPG |
Swift |
Exetel |
aaNet |
OzEmail |
(Other) |
(Avg.) |
| 1-3 months |
28.4% |
2.6% |
37.9% |
0.4% |
7.7% |
2.4% |
3.2% |
53.3% |
4.6% |
5.6% |
3.5% |
13.2% |
15.6% |
| 4-6 months |
23.8% |
2.0% |
29.4% |
1.7% |
21.1% |
30.5% |
48.6% |
24.1% |
81.2% |
88.0% |
15.4% |
24.3% |
23.9% |
| 7-12 months |
11.8% |
42.6% |
5.5% |
85.8% |
23.7% |
42.6% |
44.7% |
2.4% |
1.0% |
2.1% |
34.3% |
23.2% |
29.8% |
| 13-18 months |
1.1% |
17.8% |
0.2% |
2.8% |
0.2% |
12.2% |
0.3% |
0.0% |
0.0% |
0.0% |
21.0% |
5.0% |
4.8% |
| 19-24 months |
0.8% |
31.6% |
0.4% |
5.0% |
1.7% |
8.1% |
0.7% |
0.0% |
0.0% |
0.0% |
3.5% |
5.3% |
6.8% |
|
|
When signing up, did you have any problems getting online? |
Inadequate instructions and incorrect instructions have dropped from 7.6% to 5.0% and
4.4% to 2.7% respectively. This indicates that ISPs are taking greater care
with documentation, which in turn may reduce demand on further support resources.
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
iiNet |
BigPond |
Internode |
OptusNet |
WestNet |
Netspace |
TPG |
Swift |
Exetel |
aaNet |
OzEmail |
(Other) |
(Avg.) |
| ISP blamed Telstra |
12.2% |
1.5% |
9.3% |
3.0% |
7.2% |
13.3% |
17.0% |
11.6% |
6.5% |
6.8% |
21.7% |
15.7% |
9.2% |
| Problem with phone line |
10.9% |
7.1% |
10.2% |
3.2% |
8.8% |
9.7% |
12.3% |
8.6% |
7.2% |
9.4% |
13.3% |
11.9% |
9.0% |
| Inadequate instructions |
2.9% |
5.9% |
2.4% |
3.2% |
2.6% |
8.0% |
9.4% |
5.2% |
3.4% |
6.4% |
14.7% |
8.5% |
5.0% |
| Errors in the instructions |
1.0% |
5.0% |
0.9% |
2.4% |
1.0% |
3.7% |
5.7% |
1.3% |
1.4% |
1.7% |
8.4% |
4.6% |
2.7% |
| Line filters didn't work properly |
3.7% |
2.0% |
2.4% |
0.8% |
3.0% |
2.7% |
3.6% |
2.0% |
1.7% |
2.6% |
5.6% |
2.7% |
2.5% |
| Problems with a cordless phone |
3.2% |
0.5% |
2.1% |
0.6% |
2.6% |
1.6% |
3.0% |
1.8% |
1.0% |
2.1% |
0.7% |
2.4% |
1.9% |
| Telephone stopped working altogether |
1.6% |
1.4% |
1.7% |
0.9% |
1.0% |
0.9% |
1.6% |
1.3% |
1.4% |
1.3% |
2.1% |
2.4% |
1.5% |
|
|
Did you need assistance from your ISP when setting it up? |
|
|
|
| Users on BigPond |
|
43% said yes |
| Users on OzEmail |
|
34.3% said yes |
| Users on OptusNet |
|
33.1% said yes |
| Users on WestNet |
|
32.2% said yes |
| Users on Netspace |
|
22.4% said yes |
| Users on TPG |
|
21.6% said yes |
| Users on iiNet |
|
16.8% said yes |
| Users on Swift |
|
16.4% said yes |
| Users on Internode |
|
15.3% said yes |
| Users on aaNet |
|
13.2% said yes |
| Users on Exetel |
|
9.6% said yes |
|
|
Payment
|
|
How do you currently pay for your internet bills? |
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
iiNet |
BigPond |
Internode |
OptusNet |
WestNet |
Netspace |
TPG |
Swift |
Exetel |
aaNet |
OzEmail |
(Other) |
(Avg.) |
| Credit card direct debit |
62.0% |
5.5% |
71.4% |
20.6% |
50.5% |
73.0% |
59.8% |
58.3% |
60.2% |
68.4% |
66.4% |
53.4% |
48.9% |
| Direct debit |
23.5% |
5.6% |
9.7% |
32.8% |
34.1% |
16.4% |
21.2% |
33.7% |
29.2% |
19.2% |
13.3% |
19.9% |
20.3% |
| Credit card online |
10.2% |
32.6% |
10.7% |
7.3% |
8.6% |
7.6% |
14.2% |
3.9% |
8.9% |
8.5% |
14.0% |
9.6% |
12.8% |
| B-Pay |
2.5% |
11.7% |
1.8% |
23.5% |
5.5% |
1.3% |
2.0% |
2.3% |
1.0% |
2.6% |
4.9% |
7.8% |
6.8% |
| Australia Post |
0.1% |
18.8% |
1.0% |
7.9% |
0.3% |
0.2% |
0.4% |
0.2% |
0.0% |
0.0% |
0.0% |
0.8% |
4.0% |
| Credit card by phone |
1.2% |
15.7% |
1.0% |
4.2% |
0.1% |
1.2% |
1.2% |
0.8% |
0.5% |
0.4% |
1.4% |
2.3% |
3.6% |
| Cash |
0.1% |
4.9% |
1.1% |
2.2% |
0.2% |
0.0% |
0.5% |
0.0% |
0.0% |
0.4% |
0.0% |
3.4% |
1.6% |
| Company cheque |
0.2% |
3.0% |
1.2% |
0.6% |
0.3% |
0.3% |
0.4% |
0.5% |
0.2% |
0.0% |
0.0% |
1.7% |
1.0% |
| Personal cheque |
0.1% |
1.5% |
1.4% |
0.7% |
0.2% |
0.0% |
0.1% |
0.2% |
0.0% |
0.0% |
0.0% |
0.8% |
0.6% |
| Bank cheque |
0.0% |
0.7% |
0.6% |
0.1% |
0.2% |
0.0% |
0.1% |
0.2% |
0.0% |
0.4% |
0.0% |
0.3% |
0.3% |
|
|
How would you prefer to pay for your internet bills? |
|
|
|
|
| Credit card direct debit |
|
4148 |
34.2% |
| B-Pay |
|
3051 |
25.1% |
| Direct debit |
|
2206 |
18.2% |
| Credit card online |
|
1533 |
12.6% |
| Australia Post |
|
503 |
4.1% |
| Credit card by phone |
|
285 |
2.3% |
| Cash |
|
234 |
1.9% |
| Company cheque |
|
105 |
0.9% |
| Personal cheque |
|
52 |
0.4% |
| Bank cheque |
|
23 |
0.2% |
|
|
Customer support
|
|
What methods, if any, have you used to interact with your ISP's support staff? |
|
|
|
|
| Telephone |
|
10179 |
83.8% |
| Email |
|
7570 |
62.3% |
| Whirlpool ISP forums |
|
2974 |
24.5% |
| Forum provided by your ISP |
|
1242 |
10.2% |
| Online chat |
|
702 |
5.8% |
| Other |
|
331 |
2.7% |
|
|
When calling customer support, how long did you have to wait on the phone (or talk to an operator) before you spoke to the right person? |
10,179 respondents said they have contacted ISP support staff by telephone; we asked this group about their experience. |
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
iiNet |
BigPond |
Internode |
OptusNet |
WestNet |
Netspace |
TPG |
Swift |
Exetel |
aaNet |
OzEmail |
(Other) |
(Avg.) |
| Less than a minute |
7.9% |
2.6% |
31.3% |
4.3% |
45.7% |
9.3% |
2.0% |
11.4% |
58.9% |
50.4% |
3.1% |
25.8% |
16.7% |
| 1 to 4 minutes |
29.4% |
19.6% |
48.7% |
25.7% |
39.6% |
36.4% |
12.6% |
32.2% |
29.9% |
34.5% |
18.1% |
28.9% |
30.5% |
| 5 to 9 minutes |
28.7% |
28.8% |
14.0% |
27.6% |
11.2% |
27.2% |
23.0% |
27.3% |
7.8% |
8.8% |
20.5% |
16.8% |
22.4% |
| 10 to 20 minutes |
22.8% |
26.1% |
5.3% |
27.6% |
2.8% |
19.4% |
29.1% |
17.2% |
2.6% |
2.7% |
29.9% |
12.4% |
17.8% |
| over 20 minutes |
11.1% |
23.0% |
0.7% |
14.8% |
0.8% |
7.8% |
33.3% |
11.9% |
0.9% |
3.5% |
28.3% |
16.1% |
12.6% |
|
|
When you contacted customer support, was their assistance adequate? |
|
|
|
| Users on WestNet |
|
96.9% said yes |
| Users on Internode |
|
92.9% said yes |
| Users on iiNet |
|
90.9% said yes |
| Users on aaNet |
|
90.3% said yes |
| Users on Netspace |
|
90.1% said yes |
| Users on OptusNet |
|
90% said yes |
| Users on Exetel |
|
85% said yes |
| Users on OzEmail |
|
79.6% said yes |
| Users on BigPond |
|
77.1% said yes |
| Users on Swift |
|
76.2% said yes |
| Users on TPG |
|
72.7% said yes |
|
|
How would you rate their customer service? |
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
iiNet |
BigPond |
Internode |
OptusNet |
WestNet |
Netspace |
TPG |
Swift |
Exetel |
aaNet |
OzEmail |
(Other) |
(Avg.) |
| Excellent |
38.0% |
5.0% |
69.9% |
16.1% |
86.5% |
30.2% |
5.7% |
20.3% |
41.2% |
31.6% |
23.3% |
33.3% |
35.1% |
| Good |
46.2% |
28.4% |
26.0% |
44.6% |
12.0% |
50.4% |
23.1% |
41.2% |
42.3% |
44.8% |
38.3% |
30.8% |
34.3% |
| Average |
13.6% |
43.8% |
3.5% |
30.7% |
1.3% |
17.2% |
42.2% |
28.2% |
13.6% |
20.3% |
33.1% |
23.3% |
21.7% |
| Awful |
2.2% |
22.7% |
0.6% |
8.7% |
0.2% |
2.3% |
29.0% |
10.3% |
3.0% |
3.3% |
5.3% |
12.6% |
8.8% |
|
|
Service reliability |
|
Are you very happy with the reliability of your internet connection?
Almost every ISP has seen a noticeable increase in reliability
satisfaction. This is a positive step forward broadband after the
perceived lack of reliability when first launched.
|
|
|
|
| Users on Internode |
|
86.2% said yes |
| Users on WestNet |
|
85.9% said yes |
| Users on aaNet |
|
82.9% said yes |
| Users on Exetel |
|
81.9% said yes |
| Users on OptusNet |
|
78% said yes |
| Users on Netspace |
|
72.2% said yes |
| Users on Swift |
|
70.2% said yes |
| Users on OzEmail |
|
69.2% said yes |
| Users on iiNet |
|
55.2% said yes |
| Users on TPG |
|
52.6% said yes |
| Users on BigPond |
|
43.5% said yes |
|
|
If you participate in online gaming, how would you rate the connection quality?
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
iiNet |
BigPond |
Internode |
OptusNet |
WestNet |
Netspace |
TPG |
Swift |
Exetel |
aaNet |
OzEmail |
(Other) |
(Avg.) |
| Always excellent |
26.9% |
25.6% |
53.9% |
36.6% |
60.0% |
38.5% |
15.2% |
36.2% |
37.1% |
44.2% |
20.6% |
28.4% |
35.9% |
| Fine, occasional issues |
56.4% |
49.8% |
39.1% |
47.4% |
34.8% |
48.5% |
47.6% |
48.2% |
48.3% |
46.5% |
39.7% |
39.9% |
46.3% |
| Sometimes flaky |
14.5% |
21.7% |
6.5% |
14.3% |
4.5% |
11.5% |
28.8% |
13.1% |
11.2% |
7.0% |
30.9% |
21.0% |
14.7% |
| Rarely playable |
2.2% |
3.0% |
0.5% |
1.8% |
0.7% |
1.5% |
8.4% |
2.5% |
3.4% |
2.3% |
8.8% |
10.6% |
3.1% |
|
|
Broadband hardware |
|
Most popular hardware
Note that Motorola and Nortel primarily supply cable modem hardware
through Telstra BigPond and OptusNet for their cable internet services.
|
|
|
|
|
| D-Link |
|
2576 |
21.8% |
| Billion |
|
2457 |
20.8% |
| Motorola |
|
2066 |
17.5% |
| Alcatel / Thomson |
|
1399 |
11.9% |
| Netcomm |
|
1279 |
10.8% |
| Netgear |
|
695 |
5.9% |
| Nortel |
|
339 |
2.9% |
| Draytek |
|
204 |
1.7% |
| Dynalink |
|
181 |
1.5% |
| WebExcel |
|
154 |
1.3% |
| Linksys |
|
139 |
1.2% |
| Cisco |
|
114 |
1% |
| Navini |
|
59 |
0.5% |
| RCA |
|
53 |
0.4% |
| Belkin |
|
34 |
0.3% |
|
|
Most popular models |
|
|
|
|
| Billion 5100 |
|
788 |
6.7% |
| Motorola SB4200 |
|
732 |
6.2% |
| Alcatel Speedtouch Home |
|
682 |
5.8% |
| Motorola SB5100i |
|
645 |
5.5% |
| Netcomm NB1300 |
|
551 |
4.7% |
| Billion 711CE |
|
471 |
4% |
| D-Link DSL-504 |
|
460 |
3.9% |
| Netcomm NB1300PLUS4 |
|
373 |
3.2% |
| D-Link DSL-302G |
|
359 |
3% |
| D-Link DSL-200 |
|
343 |
2.9% |
| D-Link DSL-300+ |
|
338 |
2.9% |
| D-Link DSL-300 |
|
326 |
2.8% |
| Billion 741GE |
|
322 |
2.7% |
| Billion 743GE |
|
236 |
2% |
| D-Link DSL-504G |
|
212 |
1.8% |
| Alcatel Speedtouch 530 |
|
201 |
1.7% |
| Billion 7500G |
|
199 |
1.7% |
| Netgear DG834G |
|
197 |
1.7% |
|
|
How did you research your decision to get this model?
Respondents were allowed to respond in the negative for all options, and could also pick multiple options. |
|
|
|
|
|
|
|
|
|
|
|
|
|
Motorola |
Nortel |
D-Link |
Billion |
Alcatel |
Netcomm |
Netgear |
Draytek |
(Other) |
(Average) |
| Whirlpool news/forums |
12.7% |
6.8% |
28.3% |
65.2% |
12% |
28.6% |
31.5% |
64.2% |
23.4% |
31.2% |
| Recommended by an ISP |
37.8% |
35.4% |
37.4% |
4.6% |
37.7% |
43.4% |
4.9% |
7.4% |
22.6% |
27.9% |
| Recommended by a friend |
9.8% |
7.7% |
19.8% |
26.8% |
11.7% |
21.7% |
31.4% |
14.7% |
21.9% |
19.1% |
| Online news/reviews site |
4.4% |
4.7% |
17.2% |
36.6% |
5.7% |
14.4% |
40.9% |
43.1% |
16.9% |
18.8% |
| Newspaper/magazine article |
2.6% |
3.8% |
4.5% |
10.8% |
1.3% |
4.8% |
11.1% |
7.8% |
4.5% |
5.6% |
| Newspaper/magazine ad |
4% |
2.9% |
3% |
2.5% |
1% |
3.3% |
3.5% |
2.5% |
2.5% |
|