Mobile Guru took out our inaugural Most Satisfied Customers ratings for Mobile Trade-In services, scoring an impressive five stars across all categories, including overall satisfaction, customer service and value.
Our ratings compare a range of mobile trade-in services based on customer satisfaction, so you can find out what other Aussies think about the mobile trade-in services they’ve used. Think of it like asking for recommendations from other Aussies, but all in one place!
Canstar Blue surveyed 858 Australians for their feedback on the mobile trade-in service(s) they’ve used to get cash/credit for a mobile device in the last three years.
Survey respondents are asked to rate their satisfaction with their mobile trade-in service from zero to 10, with zero meaning extremely dissatisfied and 10 meaning extremely satisfied. Mobile trade-in service satisfaction is rated on the following criteria:
The winning brand is the brand that receives the highest Overall satisfaction rating. All the scores from the Overall satisfaction criteria are then combined and averaged to determine the overall winner.
To qualify in the ratings results, brands must have received a minimum of 30 responses to be included. Therefore, not all mobile trade-in services in the market will be compared in this survey. Brands rated in this survey are listed below in order of best overall satisfaction.
Find more information on our Most Satisfied Customers ratings.
Taking out our inaugural ratings for the best mobile trade-in service, Mobile Guru scored five stars across all categories, including overall satisfaction. Samsung came in second place, scoring four stars across all categories, including overall satisfaction, customer service and trade-in process.
Apple took out third place, scoring four stars across most categories, including overall satisfaction, except range of devices available and value, where it scored three stars. Telstra and JB Hi-Fi came in fourth and fifth places respectively with four stars for overall satisfaction, while Optus and Vodafone rounded out our ratings with three stars across all categories.
In-store trade-in services were the most popular way of trading in an old device, with 53% of our survey respondents opting to go in-store, while 47% used an online service. Of those surveyed, 38% received store credit for their trade in, followed by 32% receiving cash and 21% receiving a discount on their phone bill.
Of those surveyed, 39% of respondents planned to use the same phone trade-in service again in the future, while 27% stated they would use a different service in the future. Overall though, 37% were happy with the cash/credit amount they received, while 41% said they would recommend a trade-in service to others.
Emma Bradstock has been an authority on consumer phone, internet, technology and streaming markets in Australia for over five years, with a dedication to providing Aussies with all the information they need to make better purchasing decisions. She holds a Bachelor of Arts in Communications and Media from Macquarie University and has a decade of professional writing experience in print and digital media.
Meet the Editorial Team
Samantha Howse is Canstar Blue’s Consumer Research Specialist, coordinating the consumer research program behind our customer satisfaction awards across Canstar and Canstar Blue in Australia and New Zealand. Sam has earned a Bachelor of Business (Marketing) from Griffith University and, with seven years in market research and 2 years in marketing, she is experienced in survey design, implementation and analysis, coupled with an understanding of marketing principles and best practice.
Meet the Research TeamCanstar Blue surveyed over 12,000 Australian adults across a range of categories to measure and track customer satisfaction, via ISO 26362 accredited research panels managed by Qualtrics. The outcomes reported are the results from customers within the survey group who currently have used a mobile trade-in service to trade-in a device for cash/credit in the last three years – in this case, 858 people.
Brands must have received at least 30 responses to be included. Results are comparative and it should be noted that brands receiving three stars have still achieved a satisfaction measure of at least six out of 10. Not all brands available in the market have been compared in this survey. The ratings table is first sorted by star ratings and then by mean overall satisfaction. A rated brand may receive a ‘N/A’ (Not Applicable) rating if it does not receive the minimum number of responses for that criteria.
