Windstream - Nice

Telecommunications in Australia

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Windstream overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

Well, don’t say we didn’t warn you! Windstream has been creeping up the Telecommunications in Australia table consistently for the past six months and has now, finally, unseated Vodafone and taken the top spot.

The brand has added an astounding +9 to its Overall Effort Score following growth in all four pillars vs Q2 2025. Style of Communication and Valuing the Customer are both up by +6, Knowledge & Expertise is up by +5, but it is Speed oF Resolving Problems that has seen the most rapid movement – with +9 points added wave on wave.

Windstream has now completed its long-planned merger with Uniti Group, creating plenty of opportunities for delivering customer experience improvements for customers. Stay tuned to the CEI to find out how these play out.

Style of Communication

last quarter

55% 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

52% rate the expertise of the customer service agent as 'excellent'

49% say the way details were clearly explained to them was 'excellent'

54% rate how well the customer service agent understood their particular problem or question as 'excellent'

Valuing the Customer

last quarter

52% rate this brand as 'excellent' for how they made them feel valued/important as a customer

49% say the way they understood their needs was 'excellent'

48% say the range of solutions or options that were suitable was "excellent"

Speed of Resolving Problems

last quarter

53% rate how easy it was to find the information they wanted on the website/app as 'excellent'

41% 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"

52% rate how quickly they were able to achieve they they set out to do, or resolve their issue as 'excellent'