NRMA and AAMI were the two most sited providers at 39% and 27% respectively. In fact NRMA’s number was the best remembered with 14% of their surveyed customers remembering it. The shame is that 50% of those customers remember it due to continuously calling to complain. The only other brand where a customer remembered their phone number correctly was Suncorp.
Telstra and TPG were the most sited providers at 27% and 20% respectively and both had one customer each who remembered their phone number so 5% and 4% respectively. Both of these customers remembered the number due to continuously calling to complain
Not surprisingly the top three mentioned providers were Telstra (37%), Optus (24%) and Vodafone (23%) with each scoring one customer who remembered their number and all due to advertising. Great work to those companies.
None of these results are a surprise but we decided to ask one question as a last minute addition and I think it’s the most interesting. When asked their preferred method of contacting their service providers the phone still came out on top at 66%.
- Call – 66%
- Fill in an online form – 15%
- E-mail – 7%
- Online chat – 7%
- See someone in person – 4%
- Use an app – 1%