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.