Skip to Content

Telecommunications in Australia

Back to rankings

Back to rankings
TPG Logo
TPG overall Effort Score
Black Star 1

47

VS

Black Star 2

45

last Quarter

Sector Effort Score benchmark
Black Star 3

49

VS

Black Star 4

45

last Quarter

Brand analysis

TPG has added +2 points to its Overall Effort Score this wave, but it remains in third for the second consecutive wave – this time sharing the spot with Telstra as it drops from second.

Both brands have been lapped by Windstream, which takes second place.

TPG has had a great quarter all round, improving its scores in all four CEI pillars by +2 each. The TPG team should focus on ensuring details are clearly explained to customers and try to reduce hold times to climb the table higher.

Filters

Filter
Show
 
Style of Communication
57

vs

55

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
46

vs

44

last quarter

35% rate the expertise of the customer service agent as 'excellent'

36% 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 'good'

 
Undertanding & Valuing the Customer
48

vs

46

last quarter

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

36% say the range of solutions or options that were suitable was "excellent"

47% say they were 'very satisfied' with the outcome of their communication or contact

 
Speed Solving the Problem
42

vs

40

last quarter

31% rate how they were not left ‘on-hold’ or in a call queuing system for a long time as 'excellent'

36% rate how they were able to speak to a customer service agent that can help them with their query as 'good'

39% say they made it ‘very easy’ to achieve what they set out to do