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Telecommunications in Australia

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Vodafone Logo
Vodafone overall Effort Score
Black Star 1

57

VS

Black Star 2

55

last Quarter

Sector Effort Score benchmark
Black Star 3

50

VS

Black Star 4

49

last Quarter

Brand analysis

Vodafone makes it five straight quarters at the top of the Telecommunications in Australia table.

This wave sees its Customer Effort Score grow to new heights, rising to 57 vs 55 in Q1 2025.

However, the company can’t afford to become complacent. Windstream, in second place for Customer Effort overall, has overtaken Vodafone’s scores in two pillars – Knowledge & Expertise and Speed of Resolving Problems – for the first time ever, and is matching its score in Valuing the Customer.

Style of Communication is the only pillar where there is clear daylight by the two.

Earlier this year, Vodafone more than doubled its mobile coverage area with a partnership with Optus, increasing its reach to 98.4% of the Australia population from 95.4% – or an extra 800,000 people. The brand launched double data discounts and AU$10 off mobile plans, as well as price slashes on handsets to reach these new customers.

As Vodafone’s Customer Effort Score continues to grow, this is clearly a business doing everything right to consistently perform against this metric.

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Style of Communication
61

vs

60

last quarter

48% say the politeness of their customer service agents is 'excellent'

45% rate the ability to communicate with them in their chosen language (other than English) as 'excellent'

 
Knowledge & Expertise
56

vs

55

last quarter

43% rate the expertise of the customer service agent as 'excellent'

45% rate how well the customer service agent understood their particular problem or question as 'excellent'

 
Valuing the Customer
58

vs

55

last quarter

43% rate this brand as 'excellent' for how they made them feel valued/important as a customer

44% say the way they understood their needs was 'excellent'

57% say they were 'very satisfied' with the outcome of their communication or contact

 
Speed of Resolving Problems
54

vs

51

last quarter

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

43% 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"

47% say they made it ?very easy? to achieve what they set out to do

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