Telstra NPS & Customer Reviews

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Telstra

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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

3.4/5

Pricing

3.3/5

Customer Service

Telstra NPS

Telstra's Net Promoter Score (NPS) is a 15 with 46% Promoters, 23% Passives, and 31% 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

NPS

46%	Promoters
23%	Passives
31%	Detractors

Telstra NPS Trend

-100

-50

100

Summary	Date	Score
Dec 2024 17	Dec 2024	17
Jan 2025 17	Jan 2025	17
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

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 16 points higher than Male customers.

Male

Telstra's NPS was rated by Male customers on Comparably.

40%

Promoters

20%

Passives

40%

Detractors

Female

Telstra's NPS was rated 16 by Female customers on Comparably.

42%

Promoters

32%

Passives

26%

Detractors

Telstra NPS by Ethnicity

Telstra's NPS was rated the highest by Other customers, and the lowest by Caucasian customers.

-100

-50

100

Summary	Ethnicity	Score
Caucasian -22	Caucasian	-22
African American/Black 36	African American/Black	36
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+.

100

Summary

Age

Promoters

Passives

Detractors

18-25

47%

40%

13%

26-30

64%

27%

31-35

42%

29%

36-40

57%

29%

14%

41-45

14%

43%

46-50

33%

67%

51-55

37%

63%

56-60

25%

50%

25%

66+

17%

83%

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

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 -17	Over 10 Years	-17

Telstra Customer Reviews

Out of the 16 Telstra customer reviews 11 were positive and 5 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?"

76%

24%

Telstra Customer Loyalty Score by Gender

Female customers rated Telstra's Customer Loyalty score 11% higher than Male customers.

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Male

70%

Yes

Female

81%

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"

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out of 100

Caucasian

out of 100

African American/Black

out of 100

Asian or Pacific Islander

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.

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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.

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Less than 1 Year	55%
1 to 2 Years	88%
2 to 5 Years	72%
5 to 10 Years	84%
Over 10 Years	76%

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.

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Tech	72%
Accounting	73%
Aerospace and Aviation	40%
Arts and Entertainment	100%
Banking and Financial Services	87%
Business and Consumer Services	33%
Education	100%
Telecommunications	100%

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 1.9.

Website: http://www.telstraglobal.com/

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

36-40	4.7
Arts and Entertainment	4.6
1 to 2 Years	4.2

Ranked Telstra Product Quality the Lowest

Caucasian	2.9
66+	2.2
Education	1.9

Telstra Product Quality Score by Gender

Female customers rated Telstra's Product Quality score 0.3 stars higher than Male customers.

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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.

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Summary	Ethnicity	Score
Caucasian 2.9	Caucasian	2.9
African American/Black 3.4	African American/Black	3.4
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+.

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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 3.4	56-60	3.4
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.

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Less than 1 Year	3.6
1 to 2 Years	4.2
2 to 5 Years	3.5
5 to 10 Years	3.2
Over 10 Years	3

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.

Sign Up for Brand Profile PRO to get the full Product Quality by Industry data.

Tech	3.5
Accounting	3.9
Aerospace and Aviation	3.5
Arts and Entertainment	4.6
Banking and Financial Services	3.3
Business and Consumer Services	3.2
Education	1.9
Telecommunications	4.2

Telstra Pricing

Telstra ROI & Value For Money

3.4/5

Telstra has a value for money and ROI score of 3.4 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

36-40	4.4
Accounting	4.2
African American/Black	4.2

Ranked Telstra ROI the Lowest

Caucasian	2.5
66+	2.1
Education	1.5

Telstra ROI Score by Gender

Female customers rated Telstra's ROI score 0.3 stars higher than Male customers.

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Male

3.1/5

Female

3.4/5

Telstra ROI Score by Ethnicity

Telstra's ROI 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 ROI by Ethnicity data of Telstra.

Summary	Ethnicity	Score
Caucasian 2.5	Caucasian	2.5
African American/Black 4.2	African American/Black	4.2
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+.

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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 3	56-60	3
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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Less than 1 Year	3.8
1 to 2 Years	4
2 to 5 Years	3.2
5 to 10 Years	2.7
Over 10 Years	2.9

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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Tech	3.4
Accounting	4.2
Aerospace and Aviation	3.3
Arts and Entertainment	3.8
Banking and Financial Services	2.7
Business and Consumer Services	3.4
Education	1.5
Telecommunications	3.7

Telstra Customer Satisfaction (CSAT)

Telstra Customer Satisfaction (CSAT) Score

69 / 100

Telstra has an overall Customer Satisfaction score of 69 rated by its users and customers.

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Very Satisfied	40%
Satisfied	29%
Neither Satisfied nor Dissatisfied	13%
Dissatisfied	4%
Very Dissatisfied	14%

Very Satisfied

40%

Satisfied

29%

Neither Satisfied nor Dissatisfied

13%

Dissatisfied

Very Dissatisfied

14%

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

36-40	100%
Telecommunications	100%
1 to 2 Years	93%

Ranked Telstra Customer Satisfaction the Lowest

Over 10 Years	53%
Business and Consumer Services	50%
66+	17%

Telstra Customer Satisfaction Score by Gender

Female customers rated Telstra's Customer Satisfaction score 2 points higher than Male customers.

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68 / 100

Male

	Very Satisfied	44%
	Satisfied	24%
	Neither Satisfied nor Dissatisfied	0%
	Dissatisfied	8%
	Very Dissatisfied	24%

70 / 100

Female

	Very Satisfied	34%
	Satisfied	36%
	Neither Satisfied nor Dissatisfied	18%
	Dissatisfied	6%
	Very Dissatisfied	6%

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%

Very Satisfied

38%

Satisfied

19%

Neither Satisfied nor Dissatisfied

Dissatisfied

Very Dissatisfied

31%

CSAT according to African American/Black

Telstra's Customer Satisfaction (CSAT) score was rated 72% according to African American/Black users and customers.

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72 / 100

Very Satisfied	43%
Satisfied	29%
Neither Satisfied nor Dissatisfied	14%
Dissatisfied	0%
Very Dissatisfied	14%

Very Satisfied

43%

Satisfied

29%

Neither Satisfied nor Dissatisfied

14%

Dissatisfied

Very Dissatisfied

14%

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	14%
Dissatisfied	4%
Very Dissatisfied	5%

Very Satisfied

32%

Satisfied

45%

Neither Satisfied nor Dissatisfied

14%

Dissatisfied

Very Dissatisfied

CSAT according to Other

Telstra's Customer Satisfaction (CSAT) score was rated 75% according to Other users and customers.

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75 / 100

Very Satisfied	50%
Satisfied	25%
Neither Satisfied nor Dissatisfied	8%
Dissatisfied	17%
Very Dissatisfied	0%

Very Satisfied

50%

Satisfied

25%

Neither Satisfied nor Dissatisfied

Dissatisfied

17%

Very Dissatisfied

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.

100

Breakdown

Age

Score

18-25

77%

26-30

90%

31-35

67%

36-40

100%

41-45

83%

51-55

38%

56-60

100%

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.

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Less than 1 Year	63
1 to 2 Years	93
2 to 5 Years	75
5 to 10 Years	57
Over 10 Years	53

Telstra Customer Satisfaction Score by Industry

Telstra's Customer Satisfaction score was rated the highest by Telecommunications industry customers, and the lowest by Business and Consumer Services 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 Business and Consumer Services 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,
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			"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
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		{
			"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": 67,
			"stars": 0,
			"csatScore": 67,
			"text": "Telstra's Customer Satisfaction score is  rated by Education customers on Comparably.",
			"scoreClassName": "",
			"scoreLabel": 67
		},
		{
			"label": "Telecommunications",
			"groupId": 564,
			"score": 100,
			"stars": 0,
			"csatScore": 100,
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			"scoreClassName": "max",
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		}
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Tech	65
Accounting	86
Aerospace and Aviation	67
Banking and Financial Services	80
Business and Consumer Services	50
Education	67
Telecommunications	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.

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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.

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Ranked Telstra Customer Service the Highest

Accounting	4.4
African American/Black	4.4
26-30	4.3

Ranked Telstra Customer Service the Lowest

Caucasian	2.6
66+	2
Education	1.6

Telstra Customer Service Score by Gender

Female customers rated Telstra's Customer Service score 0.2 stars higher than Male customers.

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Male

3.2/5

Female

3.4/5

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.

100

Summary	Ethnicity	Customer Service Score
Caucasian 2.6	Caucasian	2.6
African American/Black 4.4	African American/Black	4.4
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.

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 3.2	56-60	3.2
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.

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Less than 1 Year	3.7
1 to 2 Years	4.1
2 to 5 Years	3.3
5 to 10 Years	2.8
Over 10 Years	2.8

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.

Sign Up for Brand Profile PRO to get the full Customer Service by Industry data.

Tech	3.4
Accounting	4.4
Aerospace and Aviation	3.1
Arts and Entertainment	4.1
Banking and Financial Services	2.7
Business and Consumer Services	3.4
Education	1.6
Telecommunications	3.9

Telstra as an Employer

4.1/5

Telstra has a 4.1/5 stars for its overall company culture rated by their employees

top

10%

CEO of Telstra

Andy Penn

In the Top 10% of Similar Sized Companies on Comparably.

Consumer vs. Employees

Telstra scored a 15 for Net Promoter Score and a 19 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

NPS Score

46%	Promoters
23%	Passive
31%	Detractors

Employee Net Promoter Score

eNPS Score

50%	Promoters
19%	Passive
31%	Detractors

Global Ranking Snapshot

RANK			INDUSTRY
1	Costco	W. Craig Jelinek	Retail
2	Peloton	Barry McCarthy	Health and Wellness
3	Chick-fil-A	Dan Cathy	Food and Beverages
4	Netflix	Ted Sarandos	Media and Entertainment
5	Apple	Timothy Cook	Tech
6	Nike	John Donahoe	Fashion and Beauty
7	Target	Brian Cornell	Retail

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