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Telecommunications in Australia

  Telecommunications in Australia

  • Sector average score 48 Telecommunications in Australia
  • Knowledge & Expertise 38
  • Style of Communication 38
  • Speed of Resolving Problems 38
  • Valuing the Customer 44

Vodafone consolidates its position as the market's frontrunner, sitting comfortable at the top of the table for the second wave in a row. Meanwhile, Windstream and Telstra have moved up one place each to second and third respectively. 

But their gain is really down to TPG's loss. Whil their Overall Effort Scores have stayed broadly the same, TPG's has declined from a high of 54 in Q4 2023 to just 46 in Q2 2024. Interestingly, it began declining in Effort before its NPS score started to dip. 

TPG is aware of the need for change. In April the business create a new role – group executive customer and people experience – which customer operations now feed into. Will we see improvements next wave thanks to this structural change? 

 
Rank
Brand
Effort
Knowledge
&
Expertise
Style
of
Communication
Speed
of
Resolving
Problems
Valuing
the
Customer
NPS
1
53
Knowledge & Expertise 53
Style of Communication 58
Speed of Resolving Problems 48
Valuing the Customer 54
NPS -28
2
49
Knowledge & Expertise 47
Style of Communication 50
Speed of Resolving Problems 44
Valuing the Customer 55
NPS 26
3
48
Knowledge & Expertise 48
Style of Communication 57
Speed of Resolving Problems 41
Valuing the Customer 48
NPS 12
4
46
Knowledge & Expertise 46
Style of Communication 54
Speed of Resolving Problems 39
Valuing the Customer 47
NPS -40
5
38
Knowledge & Expertise 38
Style of Communication 48
Speed of Resolving Problems 32
Valuing the Customer 37
NPS -16
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Last updated: Apr 2024 Next update: Jul 2024
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Last updated: Apr 2024 Next update: Jul 2024
  • Telcos in Australia are on the rise. The CEI's self-referential scale is recalculated each wave, comparing the brands within the index against one another. As we can see higher scores generally across all four pillars, but particularly Knowledge & Expertise and Style of Communication –this shows that Australian telcos are generally performing better across the set.
We say Australian telcos are increasingly nailing Knowledge & Expertise and Style of Communication but more can be done to speed up how quickly problems are resolved. Introducing additional contact channels and using a mix of humans and AI to manage enquiries can help to improve these scores.
Image 05

Customer Effort Scores for the quarter are presented in the rankings, ordered by highest Overall Effort Score first, to show which brand scored highest with its customers for that period. Individual brand ratings against the four pillars take us underneath that Overall Effort Score, with brand-specific explanatory analysis from the CEI Editorial team.

You can use the display above to toggle between score, ranking and individual pillars. Clicking 'Performance Tracker'  enables you to analyse the performance over time.

The Customer Effort Index is calculated using a self-referential scale that is recomputed every wave based on what the minimum and maximum values are. This enables us to see how each brand is performing compared to the others within the data set. See About for more on the methodology. 

ContactEngine sponsors the Customer Effort Index

ContactEngine believes that a great customer experience is an effortless one, where life is made as easy as possible for the customer. ContactEngine commissioned the Customer Effort Index to measure how real people perceive the effort it takes to be a customer of some of the leading brands in the world. By enabling a comparison of effort not only within an industry, but across industries, we can identify and learn from the brands who lead on making it easy for their customers to do business with them.