Bill Morrow says even top retailers only score 7/10 for NBN customer satisfaction, but won't say who's good or bad

(Source: NBN)

Update: the original story referred to end customers complaining about not getting the latest technologies, but Morrow was referring to retailers.

The NBN celebrated hitting $1 billion of annual revenue, but chief executive Bill Morrow admits there is a long way to go to solve some customer experience issues.

In a presentation of the 2017 financial year results on Tuesday, Morrow said the NBN’s customer experience rating, which measures its service to retailers, needed to improve from its current 7 out of 10.

He said one of the biggest gripes for retailers was having trouble integrating to NBN’s latest B2B technologies.

“We’re going to use this feedback together with our own learnings, to improve the current processes for HFC [pay TV cable] activations as well as how we activate fibre-to-the-kerb early in the new year,” he said.

“We have a number of teams working on this right now.”

Morrow also presented a chart with satisfaction scores for retailers, to demonstrate the level of influence they have on the end user experience. The scores among the top five retailers in the market ranged from 5.9 to 7.0.

(Source: NBN)

“Overall satisfaction of [each retailer’s] broadband experience can look quite different, considering it’s tapping into the same NBN access network, using the same NBN processes, and using the same NBN systems,” he said.

While Morrow acknowledged the NBN itself had improvements to make, he said the variation showed how the choice of telecommunications company can have a significant impact on how the customer evaluates their NBN connection.

Despite his warning to choose a provider wisely, Morrow’s chart did not reveal which retailers had the ratings he cited.

“For us to break down which retailers are performing at a certain level by these opinion scores, it’s not our place to do so. I believe it’s something for each of the retailers to talk about themselves,” he said.

“There is no company that has a strategy out there that leverages off a low satisfaction score.”

This year the rollout has accelerated to an unprecedented pace, recently hitting a peak of more than 140,000 premises converted to “ready for service” in one week.

The organisation doubled the number of premises covered in the last financial year, from 2.9 million to 5.7 million, exceeding its own target. Non-metropolitan coverage is now two-thirds complete, while one-third of urban areas are now covered by the NBN.

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