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NPS
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Telus
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About Telus' Brand
The Company provides telecommunications products and services in Canada. It operates in two segments, Wireline and Wireless.
Brand at a Glance
82%
Customer Loyalty
3.7/5
Product Quality
3.4/5
Pricing
3.3/5
Customer Service
Telus NPS
Telus's Net Promoter Score (NPS) is a 2 with 40% Promoters, 22% Passives, and 38% Detractors. Net Promoter Score tracks whether Telus's customers would recommend using the product based on a scale of -100 to 100.
Telus Overall NPS
| 40% | Promoters |
|---|---|
| 22% | Passives |
| 38% | Detractors |
Telus NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Dec 2023 -7 | Dec 2023 | -7 |
Jan 2024 -6 | Jan 2024 | -6 |
Feb 2024 -9 | Feb 2024 | -9 |
Mar 2024 -8 | Mar 2024 | -8 |
Apr 2024 -6 | Apr 2024 | -6 |
May 2024 0 | May 2024 | 0 |
Jun 2024 0 | Jun 2024 | 0 |
Aug 2024 -2 | Aug 2024 | -2 |
Oct 2024 -1 | Oct 2024 | -1 |
Jan 2025 3 | Jan 2025 | 3 |
Feb 2025 0 | Feb 2025 | 0 |
Jun 2025 2 | Jun 2025 | 2 |
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.
Telus NPS by Gender
Female customers rated Telus's NPS 92 points higher than Male customers.
Male
-67
Telus's NPS was rated -67 by Male customers on Comparably.
11%
Promoters
11%
Passives
78%
Detractors
Female
25
Telus's NPS was rated 25 by Female customers on Comparably.
50%
Promoters
25%
Passives
25%
Detractors
Telus NPS by Ethnicity
Telus's NPS was rated the highest by Asian or Pacific Islander customers, and the lowest by Caucasian customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian -100 | Caucasian | -100 |
Asian or Pacific Islander 0 | Asian or Pacific Islander | 0 |
Telus NPS by Age
Telus's NPS was rated the highest by customers ages 31-35, and the lowest by customers ages 26-30.
Telus NPS by Usage
Telus's NPS was rated the highest by customers who have used Telus's products/services for Less than 1 Year, and the lowest by customers with Over 10 Years of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Less than 1 Year 33 | Less than 1 Year | 33 |
2 to 5 Years -100 | 2 to 5 Years | -100 |
Over 10 Years -100 | Over 10 Years | -100 |
Telus Customer Reviews
Out of the 4 Telus customer reviews 2 were positive and 2 were constructive. Telus customer reviews reflect that more than half of the customers expect a better service or product from the company and believe there is room for improvement.
All Reviews
Positive Reviews
Constructive Reviews
Telus Customer Loyalty
82%
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.
82% of Telus 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?"
Telus Customer Loyalty Score by Gender
Female customers rated Telus's Customer Loyalty score 40% higher than Male customers.
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Male
60%
Yes
Female
100%
Yes
Telus Customer Loyalty Score by Ethnicity
Telus's Customer Loyalty score was rated the highest by Asian or Pacific Islander 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 Telus.
55
out of 100
Caucasian
100
out of 100
Asian or Pacific Islander
Telus Customer Loyalty Score by Age
Telus's Customer Loyalty score was rated the highest by customers ages 31-35, and the lowest by customers ages 41-45.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Age data of Telus.
0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
26-30 70% | 26-30 | 70% |
31-35 100% | 31-35 | 100% |
41-45 70% | 41-45 | 70% |
Telus Customer Loyalty Score by Usage
Telus's Customer Loyalty score was rated the highest by customers who have used Telus's products/services for Less than 1 Year, and the lowest by customers with Over 10 Years 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.
Telus Customer Loyalty Score by Industry
Telus's Customer Loyalty score was rated the highest by Tech industry customers, and the lowest by Accounting 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.
Telus Product Quality
3.7/5
Telus has an overall Product Quality score of 3.7 out of 5 stars rated by its users and customers.
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Telus Product Information
Telus’s product quality score is a 3.7 out of 5 as rated by its users and customers. Reviewers from the Accounting industry rated Telus's product the highest. Reviewers from the Tech industry rated Telus the lowest at 3.4.
- Website
- telus.com
- Company Size
- 10,000+ Employees
Industry
Tech
Quick Insights into Telus Product Quality
Telus's Product Quality score was rated highest by Female customers, and rated lowest by customers who have used Telus's products/services for Over 10 Years.
Sign Up to unlock insights into how customers have ranked Telus' Product Quality.
Ranked Telus Product Quality the Highest
Ranked Telus Product Quality the Lowest
Telus Product Quality Score by Gender
Female customers rated Telus's Product Quality score 2.1 stars higher than Male customers.
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Male
2.6/5
Female
4.7/5
Telus Product Quality Score by Ethnicity
Telus's Product Quality score was rated the highest by Asian or Pacific Islander customers, and the lowest by Caucasian customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Ethnicity data of Telus.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2.5 | Caucasian | 2.5 |
Asian or Pacific Islander 3.5 | Asian or Pacific Islander | 3.5 |
Telus Product Quality Score by Age
Telus's Product Quality score was rated the highest by customers ages 31-35, and the lowest by customers ages 41-45.
Sign Up for Brand Profile PRO to get the full Product Quality by Age data of Telus.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
26-30 3.3 | 26-30 | 3.3 |
31-35 4.6 | 31-35 | 4.6 |
41-45 3.1 | 41-45 | 3.1 |
Telus Product Quality Score by Usage
Telus's Product Quality score was rated the highest by customers who have used Telus's products/services for Less than 1 Year, 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.
Telus Product Quality Score by Industry
Telus's Product Quality score was rated the highest by Accounting industry customers, and the lowest by Tech industry customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Industry data.
Telus Pricing
Telus ROI & Value For Money
3.4/5
Telus 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 Telus' overall ROI score rated by its users and customers.
Telus 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 Tech industry think that they had the lowest ROI from Telus.
Quick Insights into Telus ROI
Telus's ROI score was rated highest by Female customers, and rated lowest by customers who have used Telus's products/services for Over 10 Years.
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Ranked Telus ROI the Highest
Ranked Telus ROI the Lowest
Telus ROI Score by Gender
Female customers rated Telus's ROI score 2.3 stars higher than Male customers.
Sign Up for Brand Profile PRO to get the full ROI by Gender data of Telus.
Male
2.3/5
Female
4.6/5
Telus ROI Score by Ethnicity
Telus's ROI score was rated the highest by Asian or Pacific Islander customers, and the lowest by Caucasian customers.
Sign Up for Brand Profile PRO to get the full ROI by Ethnicity data of Telus.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 1.7 | Caucasian | 1.7 |
Asian or Pacific Islander 3.5 | Asian or Pacific Islander | 3.5 |
Telus ROI Score by Age
Telus's ROI score was rated the highest by customers ages 31-35, and the lowest by customers ages 41-45.
Sign Up for Brand Profile PRO to get the full ROI by Age data of Telus.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
26-30 3.5 | 26-30 | 3.5 |
31-35 4.1 | 31-35 | 4.1 |
41-45 3 | 41-45 | 3 |
Telus ROI Score by Usage
Telus's ROI score was rated the highest by customers who have used Telus's products/services for Less than 1 Year, and the lowest by customers with Over 10 Years of usage.
Sign Up for Brand Profile PRO to get the full ROI by Usage data.
Telus ROI Score by Industry
Telus's ROI score was rated the highest by Accounting industry customers, and the lowest by Tech industry customers.
Sign Up for Brand Profile PRO to get the full ROI by Industry data.
Telus Customer Satisfaction (CSAT)
Telus Customer Satisfaction (CSAT) Score
66 / 100
Telus has an overall Customer Satisfaction score of 66 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
34%
Satisfied
32%
Neither Satisfied nor Dissatisfied
13%
Dissatisfied
16%
Very Dissatisfied
5%
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 Telus Customer Satisfaction
Telus's Customer Satisfaction score was rated highest by Asian or Pacific Islander customers, and rated lowest by customers who have used Telus's products/services for Over 10 Years.
Sign Up to unlock insights into how customers have ranked Telus' Customer Satisfaction.
Ranked Telus Customer Satisfaction the Highest
Ranked Telus Customer Satisfaction the Lowest
Telus Customer Satisfaction Score by Gender
Female customers rated Telus's Customer Satisfaction score 37 points higher than Male customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Gender data of Telus.
38 / 100
MaleVery Satisfied | 13% | |
|---|---|---|
Satisfied | 25% | |
Neither Satisfied nor Dissatisfied | 13% | |
Dissatisfied | 38% | |
Very Dissatisfied | 11% |
75 / 100
FemaleVery Satisfied | 25% | |
|---|---|---|
Satisfied | 50% | |
Neither Satisfied nor Dissatisfied | 25% | |
Dissatisfied | 0% | |
Very Dissatisfied | 0% |
Telus Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
Telus' Customer Satisfaction (CSAT) score was rated 0% according to Caucasian users and customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Ethnicity data of Telus.
0 / 100
Very Satisfied
0%
Satisfied
0%
Neither Satisfied nor Dissatisfied
20%
Dissatisfied
60%
Very Dissatisfied
20%
CSAT according to Asian or Pacific Islander
Telus' Customer Satisfaction (CSAT) score was rated 100% according to Asian or Pacific Islander users and customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Ethnicity data of Telus.
100 / 100
Very Satisfied
0%
Satisfied
100%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
0%
Telus Customer Satisfaction Score by Age
Telus's Customer Satisfaction score was rated 67 points by customers ages 31-35 and customers ages 41-45 on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Age data of Telus.
0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 31-35 | 67% | |||||||||||||||
| 41-45 | 67% |
Telus Customer Satisfaction Score by Usage
Telus's Customer Satisfaction score was rated the highest by customers who have used Telus's products/services for Less than 1 Year, 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.
Telus Customer Satisfaction Score by Industry
Telus's Customer Satisfaction score was rated the highest by Accounting industry customers, and the lowest by Tech industry customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Industry data.
{
"title": "Telus Customer Satisfaction Score by Industry",
"text": "Telus's Customer Satisfaction score was rated the highest by Accounting industry customers, and the lowest by Tech industry customers.",
"bars": [
{
"label": "Tech",
"groupId": 104,
"score": 60,
"stars": 0,
"csatScore": 60,
"text": "Telus's Customer Satisfaction score is rated by Tech customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 60
},
{
"label": "Accounting",
"groupId": 495,
"score": 67,
"stars": 0,
"csatScore": 67,
"text": "Telus's Customer Satisfaction score is rated by Accounting customers on Comparably.",
"scoreClassName": "max",
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}
]
}Telus Customer Service
3.3/5
Telus has an overall Customer Service score of 3.3 out of 5 stars rated by its users and customers.
Sign Up to unlock Telus' overall Customer Service score rated by its users and customers.
About Telus's Customer Service
Address
510 West Georgia Street, Vancouver, V6B 0M3
Website
telus.com
Phone Number
7
Quick Insights into Telus Customer Service
Telus's Customer Service score was rated highest by Female customers, and rated lowest by customers who have used Telus's products/services for Over 10 Years.
Sign Up to unlock insights into how customers have ranked Telus' Customer Service score.
Ranked Telus Customer Service the Highest
Ranked Telus Customer Service the Lowest
Telus Customer Service Score by Gender
Female customers rated Telus's Customer Service score 2.2 stars higher than Male customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Gender data of Telus.
Male
2.3/5
Female
4.5/5
Telus Customer Service Score by Ethnicity
Telus's Customer Service score was rated the highest by Asian or Pacific Islander customers, and the lowest by Caucasian customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of Telus.
0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 1.9 | Caucasian | 1.9 |
Asian or Pacific Islander 3.5 | Asian or Pacific Islander | 3.5 |
Telus Customer Service Score by Age
Telus's Customer Service score was rated the highest by customers ages 31-35, and the lowest by customers ages 41-45.
Sign Up for Brand Profile PRO to get the full Customer Service by Age data of Telus.
0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
26-30 3.5 | 26-30 | 3.5 |
31-35 4 | 31-35 | 4 |
41-45 2.8 | 41-45 | 2.8 |
Telus Customer Service Score by Usage
Telus's Customer Service score was rated the highest by customers who have used Telus's products/services for Less than 1 Year, 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.
Telus Customer Service Score by Industry
Telus's Customer Service score was rated the highest by Accounting industry customers, and the lowest by Tech industry customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Industry data.
Telus as an Employer
Consumer vs. Employees
Telus scored a 2 for Net Promoter Score and a 31 for Employee Net Promoter Score. NPS gauges how likely a customer of Telus would recommend the brand to a friend. ENPS measures how likely Telus employees would recommend working at Telus to a friend.
Net Promoter Score
2
NPS Score
| 40% | Promoters |
|---|---|
| 22% | Passive |
| 38% | Detractors |
Employee Net Promoter Score
31
eNPS Score
| 59% | Promoters |
|---|---|
| 13% | Passive |
| 28% | Detractors |
