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Telstra

  Telecommunications in Australia

Telstra overall Effort Score: 47 Telstra vs 47 Telstra last quarter
Sector Effort Score benchmark: 45 Telstra vs 45 Telstra last quarter

Telstra has seen an increase in one pillar this quarter, Speed Resolving Problems, moving from 40 to 41.

Within this pillar, most Telstra customers are ranking the telecommunications company as ‘excellent’ for being able to speak to a team member and 36% commented it was 'very easy' to achieve what they set out to do.

There was a -1 point decline in its Valuing the Customer pillar. Diving into this decline, 37% of its customers felt valued or important as a customer of Telstra, with the same percentage of customers rating the company as ‘excellent’ for how their needs were understood.

Knowledge & Expertise, and Style of Communication remained the same score of 47 and 57 respectively.

As a result, Telstra has maintained its Overall Effort Score of 47.

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Customer Effort in detail

Style of Communication 57 vs 57 last quarter

43% 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 47 vs 47 last quarter

36% 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 'good'

Understanding & Valuing the Customer 47 vs 48 last quarter

37% rate this brand as 'good' for how they made them feel valued/important as a customer

37% 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 40 last quarter

34% rate how they were not left ‘on-hold’ or in a call queuing system for a long time as 'good'

37% rate how they were able to speak to a customer service agent that can help them with their query as 'good'

36% 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.

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