Telstra - Nice

Telecommunications in Australia

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Telstra overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

There’s not been much change for Telstra this wave vs last.

The brand stays at fourth in the Telecommunications in Australia table with the same score as last time – 48. Three of the four pillars remain the same wave on wave too – only Speed of Resolving Problems has changed vs Q2 2025, adding +1.

In February, Telstra attracted some heat in the press for increasing service pricing and making changes to its billing system, which “caught Aussies by surprise”. How Telstra communicates to its customers that they are still valued despite the changes remains critical.

Style of Communication

last quarter

44% 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

last quarter

37% rate the expertise of the customer service agent as 'excellent'

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

38% rate how well the customer service agent understood their particular problem or question as 'excellent'

Valuing the Customer

last quarter

36% rate this brand as 'good' for how they made them feel valued/important as a customer

38% say the way they understood their needs was 'good'

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

Speed of Resolving Problems

last quarter

37% rate how easy it was to find the information they wanted on the website/app as 'good'

36% rate how they were able to achieve what they set out to do, or resolve their issue, with the first agent they contacted as "excellent"

37% rate how quickly they were able to achieve they they set out to do, or resolve their issue as 'good'