13
NPS
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Telstra
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About Telstra's Brand
Telstra is an Australia-based telecommunications and information services company offering a full range of communications services.
Brand at a Glance
76%
Customer Loyalty
3.5/5
Product Quality
3.3/5
Pricing
3.3/5
Customer Service
Telstra NPS
Telstra's Net Promoter Score (NPS) is a 13 with 45% Promoters, 23% Passives, and 32% Detractors. Net Promoter Score tracks whether Telstra's customers would recommend using the product based on a scale of -100 to 100.
Telstra Overall NPS
| 45% | Promoters |
|---|---|
| 23% | Passives |
| 32% | Detractors |
Telstra NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Feb 2025 15 | Feb 2025 | 15 |
Mar 2025 15 | Mar 2025 | 15 |
Apr 2025 16 | Apr 2025 | 16 |
May 2025 15 | May 2025 | 15 |
Jun 2025 16 | Jun 2025 | 16 |
Jul 2025 15 | Jul 2025 | 15 |
Aug 2025 13 | Aug 2025 | 13 |
Sep 2025 15 | Sep 2025 | 15 |
Oct 2025 13 | Oct 2025 | 13 |
Nov 2025 13 | Nov 2025 | 13 |
Feb 2026 13 | Feb 2026 | 13 |
Mar 2026 13 | Mar 2026 | 13 |
What is NPS
Net Promoter Score (NPS) is a management tool that can be used to gauge the satisfaction of a firm's customer relationships. NPS has been widely adopted as a key metric often linked to the revenue potential of a company’s product or service. The metric is based on customer responses to the question: "On a scale of 0 to 10, how likely are you to recommend the product to a friend?"
Those who respond with a score of 9 to 10 are known as Promoters, and are widely associated with behaviors that create value, including actively encouraging others to use the product or service. Those who respond with a score of 7 or 8 are categorized as Passives, and they are believed to be less likely to exhibit the value-creation traits of Promoters having a largely neutral effect on other consumers. Detractors are those who fall in the score range of 0 to 6 and represent dissatisfied customers of the product sometimes actively recommending against using the product.
Telstra NPS by Gender
Female customers rated Telstra's NPS 13 points higher than Male customers.
Male
0
Telstra's NPS was rated by Male customers on Comparably.
40%
Promoters
20%
Passives
40%
Detractors
Female
13
Telstra's NPS was rated 13 by Female customers on Comparably.
41%
Promoters
31%
Passives
28%
Detractors
Telstra NPS by Ethnicity
Telstra's NPS was rated the highest by Other customers, and the lowest by Caucasian customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian -22 | Caucasian | -22 |
African American/Black 22 | African American/Black | 22 |
Asian or Pacific Islander 4 | Asian or Pacific Islander | 4 |
Other 47 | Other | 47 |
Telstra NPS by Age
Telstra's NPS was rated the highest by customers ages 26-30, and the lowest by customers ages 66+.
Telstra NPS by Usage
Telstra's NPS was rated the highest by customers who have used Telstra's products/services for 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Less than 1 Year 30 | Less than 1 Year | 30 |
1 to 2 Years 47 | 1 to 2 Years | 47 |
2 to 5 Years 0 | 2 to 5 Years | 0 |
5 to 10 Years -10 | 5 to 10 Years | -10 |
Over 10 Years -20 | Over 10 Years | -20 |
Telstra Customer Reviews
Out of the 17 Telstra customer reviews 11 were positive and 6 were constructive. Telstra customer reviews reflect that more than half of the customers have a favorable experience using the products/services of the company.
All Reviews
Positive Reviews
Constructive Reviews
Telstra Customer Loyalty
76%
Customer Loyalty is a strong indicator of whether or not a customer will choose a brand repeatedly over a competitor that offers similar products/services.
76% of Telstra users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
Sign Up to see the full customer demographics data and the people that answered "Yes" when asked "Would you consider yourself a loyal user/customer?"
Telstra Customer Loyalty Score by Gender
Female customers rated Telstra's Customer Loyalty score 12% higher than Male customers.
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Male
70%
Yes
Female
82%
Yes
Telstra Customer Loyalty Score by Ethnicity
Telstra's Customer Loyalty score was rated the highest by Other customers, and the lowest by Caucasian customers.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of Telstra.
67
out of 100
Caucasian
80
out of 100
African American/Black
75
out of 100
Asian or Pacific Islander
94
out of 100
Other
Telstra Customer Loyalty Score by Age
Telstra's Customer Loyalty score was rated the highest by customers ages 56-60, and the lowest by customers ages 41-45.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Age data of Telstra.
0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
18-25 76% | 18-25 | 76% |
26-30 84% | 26-30 | 84% |
31-35 61% | 31-35 | 61% |
36-40 87% | 36-40 | 87% |
41-45 61% | 41-45 | 61% |
46-50 70% | 46-50 | 70% |
51-55 78% | 51-55 | 78% |
56-60 100% | 56-60 | 100% |
66+ 70% | 66+ | 70% |
Telstra Customer Loyalty Score by Usage
Telstra's Customer Loyalty score was rated the highest by customers who have used Telstra's products/services for 1 to 2 Years, and the lowest by customers with Less than 1 Year of usage.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Usage data and uncover the answer to "Would you consider yourself a loyal user/customer?" by usage.
Telstra Customer Loyalty Score by Industry
Telstra's Customer Loyalty score was rated the highest by Arts and Entertainment industry customers, and the lowest by Business and Consumer Services industry customers.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Industry data and uncover the answer to "Would you consider yourself a loyal user/customer?" by industry.
Telstra Product Quality
3.5/5
Telstra has an overall Product Quality score of 3.5 out of 5 stars rated by its users and customers.
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Telstra Product Information
Telstra’s product quality score is a 3.5 out of 5 as rated by its users and customers. Reviewers from the Arts and Entertainment industry rated Telstra's product the highest. Reviewers from the Education industry rated Telstra the lowest at 2.
- Company Size
- 10,000+ Employees
Industry
Tech
Business Services
Enterprise
Hardware and Devices
Mobile App
SaaS
Small Business Services
Quick Insights into Telstra Product Quality
Telstra's Product Quality score was rated highest by customers ages 36-40, and rated lowest by customers from the Education industry.
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Ranked Telstra Product Quality the Highest
Ranked Telstra Product Quality the Lowest
Telstra Product Quality Score by Gender
Female customers rated Telstra's Product Quality score 0.3 stars higher than Male customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Gender data of Telstra.
Male
3.3/5
Female
3.6/5
Telstra Product Quality Score by Ethnicity
Telstra's Product Quality score was rated the highest by Other customers, and the lowest by Caucasian customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Ethnicity data of Telstra.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2.9 | Caucasian | 2.9 |
African American/Black 3.3 | African American/Black | 3.3 |
Asian or Pacific Islander 3.6 | Asian or Pacific Islander | 3.6 |
Other 4.2 | Other | 4.2 |
Telstra Product Quality Score by Age
Telstra's Product Quality score was rated the highest by customers ages 36-40, and the lowest by customers ages 66+.
Sign Up for Brand Profile PRO to get the full Product Quality by Age data of Telstra.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 3.5 | 18-25 | 3.5 |
26-30 4.2 | 26-30 | 4.2 |
31-35 3.6 | 31-35 | 3.6 |
36-40 4.7 | 36-40 | 4.7 |
41-45 3.4 | 41-45 | 3.4 |
46-50 3.1 | 46-50 | 3.1 |
51-55 2.3 | 51-55 | 2.3 |
56-60 3.2 | 56-60 | 3.2 |
66+ 2.2 | 66+ | 2.2 |
Telstra Product Quality Score by Usage
Telstra's Product Quality score was rated the highest by customers who have used Telstra's products/services for 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.
Sign Up for Brand Profile PRO to get the full Product Quality by Usage data.
Telstra Product Quality Score by Industry
Telstra's Product Quality score was rated the highest by Arts and Entertainment industry customers, and the lowest by Education industry customers.
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Telstra Pricing
Telstra ROI & Value For Money
3.3/5
Telstra has a value for money and ROI score of 3.3 out of 5 stars rated by its users and customers.
Sign Up to unlock Telstra's overall ROI score rated by its users and customers.
Telstra Pricing Plans
Not every product or service fits the needs of a certain user or industry. The users that rank the value for money and ROI highest are mainly from Accounting industry. The users from the Education industry think that they had the lowest ROI from Telstra.
Quick Insights into Telstra ROI
Telstra's ROI score was rated highest by customers ages 36-40, and rated lowest by customers from the Education industry.
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Ranked Telstra ROI the Highest
Ranked Telstra ROI the Lowest
Telstra ROI Score by Gender
Female customers rated Telstra's ROI score 0.2 stars higher than Male customers.
Sign Up for Brand Profile PRO to get the full ROI by Gender data of Telstra.
Male
3.1/5
Female
3.3/5
Telstra ROI Score by Ethnicity
Telstra's ROI score was rated the highest by Other customers, and the lowest by Caucasian customers.
Sign Up for Brand Profile PRO to get the full ROI by Ethnicity data of Telstra.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2.5 | Caucasian | 2.5 |
African American/Black 3.8 | African American/Black | 3.8 |
Asian or Pacific Islander 3.3 | Asian or Pacific Islander | 3.3 |
Other 3.9 | Other | 3.9 |
Telstra ROI Score by Age
Telstra's ROI score was rated the highest by customers ages 36-40, and the lowest by customers ages 66+.
Sign Up for Brand Profile PRO to get the full ROI by Age data of Telstra.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 3.5 | 18-25 | 3.5 |
26-30 4.2 | 26-30 | 4.2 |
31-35 3.6 | 31-35 | 3.6 |
36-40 4.4 | 36-40 | 4.4 |
41-45 2.9 | 41-45 | 2.9 |
46-50 2.1 | 46-50 | 2.1 |
51-55 2.2 | 51-55 | 2.2 |
56-60 2.5 | 56-60 | 2.5 |
66+ 2.1 | 66+ | 2.1 |
Telstra ROI Score by Usage
Telstra's ROI score was rated the highest by customers who have used Telstra's products/services for 1 to 2 Years, and the lowest by customers with 5 to 10 Years of usage.
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Telstra ROI Score by Industry
Telstra's ROI score was rated the highest by Accounting industry customers, and the lowest by Education industry customers.
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Telstra Customer Satisfaction (CSAT)
Telstra Customer Satisfaction (CSAT) Score
68 / 100
Telstra has an overall Customer Satisfaction score of 68 rated by its users and customers.
Sign Up to see the full customer demographics data and the people that answered "How would you rate your overall satisfaction with the service you received?"
Very Satisfied
39%
Satisfied
29%
Neither Satisfied nor Dissatisfied
13%
Dissatisfied
4%
Very Dissatisfied
15%
What is Customer Satisfaction (CSAT) Score
Customer Satisfaction Score (also known as CSAT), is a metric used to quantify how satisfied customers are with a company or brand’s products and services. The Customer Satisfaction Score is based on customers response to the question: “How would you rate your overall satisfaction with the service you received?” The score is calculated using the formula: (The total number answer of “Very Satisfied” and “Satisfied”) ÷ (The total response) x100, and it is generally displayed in percentages. Some of the main benefits of the CSAT for businesses are tracking retention, identifying happy customers and growing relationships, and gaining repeat business to build a sustainable brand.
Quick Insights into Telstra Customer Satisfaction
Telstra's Customer Satisfaction score was rated highest by customers ages 36-40, and rated lowest by customers ages 66+.
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Ranked Telstra Customer Satisfaction the Highest
Ranked Telstra Customer Satisfaction the Lowest
Telstra Customer Satisfaction Score by Gender
Male customers rated Telstra's Customer Satisfaction score 1 points higher than Female customers.
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68 / 100
MaleVery Satisfied | 44% | |
|---|---|---|
Satisfied | 24% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 8% | |
Very Dissatisfied | 24% |
67 / 100
FemaleVery Satisfied | 32% | |
|---|---|---|
Satisfied | 35% | |
Neither Satisfied nor Dissatisfied | 18% | |
Dissatisfied | 6% | |
Very Dissatisfied | 9% |
Telstra Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
Telstra's Customer Satisfaction (CSAT) score was rated 57% according to Caucasian users and customers.
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57 / 100
Very Satisfied
38%
Satisfied
19%
Neither Satisfied nor Dissatisfied
6%
Dissatisfied
6%
Very Dissatisfied
31%
CSAT according to African American/Black
Telstra's Customer Satisfaction (CSAT) score was rated 63% according to African American/Black users and customers.
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63 / 100
Very Satisfied
38%
Satisfied
25%
Neither Satisfied nor Dissatisfied
12%
Dissatisfied
0%
Very Dissatisfied
25%
CSAT according to Asian or Pacific Islander
Telstra's Customer Satisfaction (CSAT) score was rated 77% according to Asian or Pacific Islander users and customers.
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77 / 100
Very Satisfied
32%
Satisfied
45%
Neither Satisfied nor Dissatisfied
13%
Dissatisfied
5%
Very Dissatisfied
5%
CSAT according to Other
Telstra's Customer Satisfaction (CSAT) score was rated 75% according to Other users and customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Ethnicity data of Telstra.
75 / 100
Very Satisfied
50%
Satisfied
25%
Neither Satisfied nor Dissatisfied
8%
Dissatisfied
17%
Very Dissatisfied
0%
Telstra Customer Satisfaction Score by Age
Telstra's Customer Satisfaction score was rated the highest by customers ages 36-40, and the lowest by customers ages 66+.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Age data of Telstra.
0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 18-25 | 77% | |||||||||||||||
| 26-30 | 90% | |||||||||||||||
| 31-35 | 67% | |||||||||||||||
| 36-40 | 100% | |||||||||||||||
| 41-45 | 83% | |||||||||||||||
| 51-55 | 38% | |||||||||||||||
| 56-60 | 75% | |||||||||||||||
| 66+ | 17% |
Telstra Customer Satisfaction Score by Usage
Telstra's Customer Satisfaction score was rated the highest by customers who have used Telstra's products/services for 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Usage data.
Telstra Customer Satisfaction Score by Industry
Telstra's Customer Satisfaction score was rated the highest by Telecommunications industry customers, and the lowest by Education industry customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Industry data.
{
"title": "Telstra Customer Satisfaction Score by Industry",
"text": "Telstra's Customer Satisfaction score was rated the highest by Telecommunications industry customers, and the lowest by Education industry customers.",
"bars": [
{
"label": "Tech",
"groupId": 104,
"score": 65,
"stars": 0,
"csatScore": 65,
"text": "Telstra's Customer Satisfaction score is rated by Tech customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 65
},
{
"label": "Accounting",
"groupId": 495,
"score": 86,
"stars": 0,
"csatScore": 86,
"text": "Telstra's Customer Satisfaction score is rated by Accounting customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 86
},
{
"label": "Aerospace and Aviation",
"groupId": 496,
"score": 67,
"stars": 0,
"csatScore": 67,
"text": "Telstra's Customer Satisfaction score is rated by Aerospace and Aviation customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 67
},
{
"label": "Banking and Financial Services",
"groupId": 501,
"score": 80,
"stars": 0,
"csatScore": 80,
"text": "Telstra's Customer Satisfaction score is rated by Banking and Financial Services customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 80
},
{
"label": "Business and Consumer Services",
"groupId": 504,
"score": 50,
"stars": 0,
"csatScore": 50,
"text": "Telstra's Customer Satisfaction score is rated by Business and Consumer Services customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 50
},
{
"label": "Education",
"groupId": 515,
"score": 50,
"stars": 0,
"csatScore": 50,
"text": "Telstra's Customer Satisfaction score is rated by Education customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 50
},
{
"label": "Telecommunications",
"groupId": 564,
"score": 100,
"stars": 0,
"csatScore": 100,
"text": "Telstra's Customer Satisfaction score is rated by Telecommunications customers on Comparably.",
"scoreClassName": "max",
"scoreLabel": 100
}
]
}Telstra Customer Service
3.3/5
Telstra has an overall Customer Service score of 3.3 out of 5 stars rated by its users and customers.
Sign Up to unlock Telstra's overall Customer Service score rated by its users and customers.
About Telstra's Customer Service
Address
242 Exhibition Street, Melbourne, IA
Website
http://www.telstraglobal.com/
Phone Number
61439125109
Quick Insights into Telstra Customer Service
Telstra's Customer Service score was rated highest by customers from the Accounting industry, and rated lowest by customers from the Education industry.
Sign Up to unlock insights into how customers have ranked Telstra's Customer Service score.
Ranked Telstra Customer Service the Highest
Ranked Telstra Customer Service the Lowest
Telstra Customer Service Score by Gender
Female customers rated Telstra's Customer Service score 0.1 stars higher than Male customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Gender data of Telstra.
Male
3.2/5
Female
3.3/5
Telstra Customer Service Score by Ethnicity
Telstra's Customer Service score was rated the highest by African American/Black customers, and the lowest by Caucasian customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of Telstra.
0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 2.6 | Caucasian | 2.6 |
African American/Black 4 | African American/Black | 4 |
Asian or Pacific Islander 3.3 | Asian or Pacific Islander | 3.3 |
Other 3.9 | Other | 3.9 |
Telstra Customer Service Score by Age
Telstra's Customer Service score was rated the highest by customers ages 26-30, and the lowest by customers ages 66+.
Sign Up for Brand Profile PRO to get the full Customer Service by Age data of Telstra.
0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
18-25 3.7 | 18-25 | 3.7 |
26-30 4.3 | 26-30 | 4.3 |
31-35 3.6 | 31-35 | 3.6 |
36-40 3.8 | 36-40 | 3.8 |
41-45 3.3 | 41-45 | 3.3 |
46-50 2 | 46-50 | 2 |
51-55 2.1 | 51-55 | 2.1 |
56-60 2.7 | 56-60 | 2.7 |
66+ 2 | 66+ | 2 |
Telstra Customer Service Score by Usage
Telstra's Customer Service score was rated the highest by customers who have used Telstra's products/services for 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.
Sign Up for Brand Profile PRO to get the full Customer Service by Usage data.
Telstra Customer Service Score by Industry
Telstra's Customer Service score was rated the highest by Accounting industry customers, and the lowest by Education industry customers.
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Consumer vs. Employees
Telstra scored a 13 for Net Promoter Score and a 20 for Employee Net Promoter Score. NPS gauges how likely a customer of Telstra would recommend the brand to a friend. ENPS measures how likely Telstra employees would recommend working at Telstra to a friend.
Net Promoter Score
13
NPS Score
| 45% | Promoters |
|---|---|
| 23% | Passive |
| 32% | Detractors |
Employee Net Promoter Score
20
eNPS Score
| 51% | Promoters |
|---|---|
| 18% | Passive |
| 31% | Detractors |
