Telstra - Nice

Telecommunications in Australia

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Telstra overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

Telsta has slipped into fourth in this wave’s Telecommunications in Australia table as TPG adds +2 points to take third.

Telstra did add +1 point to its Overall Effort Score wave on wave and has maintained or grown its scores in all four pillars – but that hasn’t been enough to keep up with TPG’s pace.

There are still positives for Telstra to be found in the data. The brand still holds joint-second in the Style of Communication pillar, with a score of 58.

However, it is Speed of Resolving Problems and Valuing the Customer where there is a growing gap between TPG and Telstra.

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 will be critical in the months ahead.

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

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

37% 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

39% 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

36% rate how easy it was to find the information they wanted on the website/app 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