TPG - Nice

Telecommunications in Australia

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TPG overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

TPG has consolidated its spot in third place in the Telecommunications in Australia table, adding +1 to its Overall Effort Score and creating daylight between itself and fourth-place Telstra.

Diving into the pillars, Style of Communication and Valuing the Customer have remained flat wave on wave, while Speed of Resolving Problems has added +1. The brand’s standout performance this wave is in Knowledge & Expertise, which added +3 wave on wave.

Q2 saw TPG kick off a new national campaign and brand identity. Running with the strapline, “You’re a Winner”, the campaign is designed to communicate “what it feels like to experience the incredible TPG product offering”.

This campaign may well be having the desired effect and driving those positive associations with its customer service.

Style of Communication

last quarter

46% say the politeness of their customer service agents is 'excellent'

43% rate the ability to communicate with them in their chosen language (other than English) as ‘excellent’

Knowledge & Expertise

last quarter

41% 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 'excellent'

Valuing the Customer

last quarter

38% 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 'excellent'

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

Speed of Resolving Problems

last quarter

36% 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"

36% rate how quickly they were able to achieve they they set out to do, or resolve their issue as 'good'