Skip to Content
Telstra

  Telecommunications in Australia

Telstra overall Effort Score: 48 Telstra vs 48 Telstra last quarter
Sector Effort Score benchmark: 46 Telstra vs 48 Telstra last quarter
close FILTERS  
Show
  •  
  •  
  •  
  •  
  •  

Customer Effort in detail

Style of Communication 57 vs 42 last quarter

42% 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 and Expertise 48 vs 31 last quarter

37% rate the expertise of the customer service agent as 'good'

37% 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 'good'

Understanding & Valuing the Customer 48 vs 38 last quarter

37% 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 'good'

49% say they were 'very satisfied' with the outcome of their communication or contact

Speed Solving the Problem 41 vs 32 last quarter

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

35% 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"

37% say they made it ‘very easy’ to achieve what they set out to do

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.