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Telecommunications in Australia

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Telstra Logo
Vodafone overall Effect Score
Black Star 1

47

VS

Black Star 2

47

last Quarter

Sector Effort Score benchmark
Black Star 3

49

VS

Black Star 4

45

last Quarter

Brand analysis

What a difference three months makes. Telstra was a clear second in the Telecommunications in Australia table in Q4 2024 – but it is now joint-third alongside TPG.

The brand’s Overall Effort Score remains the same wave on wave at 47. Its score in three of the four CEI pillars have remained the same wave on wave too, with ’Speed of Resolving Problems’ dropping by -1 points.

Reducing hold times and ensuring customers can quickly speak to the right customer service agents will help with this.

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Style of Communication
57

vs

57

last quarter

43% say the politeness of their customer service agents is 'excellent'

40% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

 
Knowledge & Expertise
47

vs

47

last quarter

36% rate the expertise of the customer service agent as 'excellent'

38% say the way details were clearly explained to them was 'good'

39% rate how well the customer service agent understood their particular problem or question as 'good'

 
Undertanding & Valuing the Customer
47

vs

47

last quarter

37% rate this brand as 'good' for how they made them feel valued/important as a customer

39% say the range of solutions or options that were suitable was "excellent"

49% say they were 'very satisfied' with the outcome of their communication or contact

 
Speed Solving the Problem
40

vs

41

last quarter

34% rate how they were not left ‘on-hold’ or in a call queuing system for a long time as 'good'

37% rate how they were able to speak to a customer service agent that can help them with their query as 'good'

36% say they made it ‘very easy’ to achieve what they set out to do