The thing is, because Exetel's forum is so well patronised, you can usually get help from knowledgeable people in here without having to use Exetel's support. Can't think how many problems I've had solved by forum users, both moderators, staff AND ordinary people. I think the average time it takes for someone to respond to a forum post is about 10 minutes. The IRC channel is great too.The remarkably low telephone support really does seem to distinguish Exetel from the crowd of ADSL providers too (for better or worse). This necessary correlates to the slightly longer than average "time to resolve technical issues", but having said that, resolution times are very reasonable, being same or next day.
Just had a look at that survey. I reckon the only reason Telstra rates with any good votes at all is because of the newbies they locked into contracts, who had never tried another ISP. I don't know of ANYONE who's stayed with Telstra once their contract has finalised LOL