And Telstra Wonders Why We Complain

If Telstra, and for that matter, other large telcos, ever wonder why they get a bad rap, they should read the results of the recent Australian Broadband Survey. The survey, with 10,335 responses in a 4 week period late in 2003, comprehensively displays the inverse relationship between telco scale and customer satisfaction. Almost exclusively the small niche providers won handsdown in the service stakes, and the large telcos performed worst.

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