Study by Roy Morgan shows increase in satisfaction in last six months
Primus Australia, a part of PTGi (Primus Telecommunications Group, Inc.) NYSE:PTGI, has come out on top for customer satisfaction according to the latest Roy Morgan Customer Satisfaction Report released yesterday. The study found that Primus topped the Home Phone Provider category with 76 percent customer satisfaction for the period September 2011 until February 2012, an increase from the previous period. Primus also came fifth in the Home Internet Service Provider, recording an increase in satisfaction over the recorded period.
According to Primus Australia CEO Tom Mazerski, the improvement in customer satisfaction is very pleasing but not surprising.
“The team has been working very hard to implement numerous process changes, including our new ‘first call resolution' process which has reduced the number of repeat calls into our centre. Happy customers are our goal and we are delighted to see the results of our hard work paying off,” said Mazerski.
Roy Morgan Research continuously monitors customer satisfaction throughout the year via cumulative rolling monthly averages. Roy Morgan Research asks customers to rate each product or service on a ten point scale of satisfaction through to dissatisfaction. It combines those that were ‘fairly satisfied’ and ‘very satisfied’ and calculates this as a percentage of total customers. For every category only customers of that product or service are included.
About Primus Australia http://www.primus.com.au
Primus Australia is part of Primus Telecommunications Group, Incorporated (PTGi) and is one of Australia’s largest telecommunications carriers. It offers a range of Business and Residential data, broadband, VOIP, Mobile, Telephone and Data Centre services Australia wide. The Primus Australia network provides nationwide coverage through its own backbone network with facilities in 66 cities and 286 DSLAM exchanges across Australia. Primus Australia operates its own fibre network in the five major capital cities, delivering a range of business direct-connect services including Hosted IP PBX services, IP, Ethernet, ATM, ISDN, high speed broadband, data centre and inbound and outbound voice services .
About PTGi http://www.ptgi.com
Primus Telecommunications Group, Incorporated (PTGi) is a leading provider of advanced communication solutions, including traditional and IP voice, data, mobile services, broadband Internet, collocation, hosting, and outsourced managed services to business and residential customers in the United States, Canada, Australia, and Brazil. PTGi owns and operates its own global network of next-generation IP soft switches, media gateways, hosted IP/SIP platforms, broadband infrastructure, fiber capacity, and data centres located in Canada, Australia, and Brazil. Founded in 1994, PTGi is headquartered in McLean, Virginia.