Telstra
telstra.com.au ↗In their words
“Telstra Group's Net Promoter Score rose to positive 20 in FY26, reflecting improved customer experience and network investments.”
“Telstra reported an FY25 Episode NPS of 47 in its 2025 annual report. Episode NPS is based on customer responses to internal surveys following actual service experiences.”
“Telstra's NPS of +14 trails competitors Vodafone (+20) and Optus (+17) according to UBS analysis.”
Disclosed NPS over time
Every Net Promoter Score Telstra has published, by date.
NPS disclosures (25)
Telstra Group's Net Promoter Score rose to positive 20 in FY26, reflecting improved customer experience and network investments.
Telstra Group achieved improvements in both Strategic and Episode Net Promoter Scores in H2 2026.
Telstra's net promoter score increased to a record high through a brand campaign that improved customer perception.
Telstra launched CustomerIQ, a platform that predicts customer needs using Net Promoter Scores and churn data.
Telstra's Net Promoter Score increased by 90% to an all-time high through advertising work, driving $330 million revenue increase.
Telstra reported an FY25 Episode NPS of 47 in its 2025 annual report. Episode NPS is based on customer responses to internal surveys following actual service experiences.
Telstra's Net Promoter Score improved following Customer Science's Friendly Persuasion acquisition to boost its CX offering.
Telstra's 'Knowledge Plane' network service automation innovation resulted in increased Net Promoter Score.
Telstra's Strategic Net Promoter Score increased four points during the year, with Episode NPS at historic highs.
Telstra Prepaid transformation achieved significant enhancement on Net Promoter Score through automation and improved customer service visibility.
Telstra's T25 growth plan includes a target to increase Net Promoter Score by 25 points across segments.
Telstra reports improved Net Promoter Score figures with episode NPS scores up.
Departing executive Michael Ebeid cited customer net promoter scores at their highest as a departure achievement.
Telstra executives missed bonuses as underlying earnings and NPS targets were affected by a fall in customer experience.
Telstra's NPS for SMB business slipped to -37 during the last financial year amid competitive concerns.
Telstra uses Net Promoter Score methodology to track customer sentiment amid high complaint volumes.
Telstra moved beyond Episodic Net Promoter Score to develop a more comprehensive understanding of its customers' experience.
Telstra uses Net Promoter Score as an industry-standard methodology for measuring customer advocacy.
Telstra experienced fall in mobile net promoter score amid iMessage outage and higher customer churn intentions.
Telstra's Net Promoter Score (excluding NBN services) was up by six points during the half-year period.
Telstra's mobile Net Promoter Score fell following network outages, with increased customer switching intent.
Telstra reported improvement in its Net Promoter Score as a key customer experience priority.
Telstra's digital incubator will standardize data inputs from its Net Promoter Score and CRM systems.
Telstra's NPS of +14 trails competitors Vodafone (+20) and Optus (+17) according to UBS analysis.
Telstra's network outages have had a negative effect on customer service scores and Net Promoter Scores.
Retention disclosures (2)
Telstra launches customer loyalty program offering points toward device discounts and entertainment tickets.
Telstra reorganizes NBN retail leadership to focus on customer retention and migration opportunities.
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About these figures
Every figure here was publicly disclosed by the named company: press releases, annual reports, SEC filings, earnings calls and news coverage. Companies tend to publish their NPS when it is good, so these numbers run higher than a true industry average: read them as what leading companies in this vertical say publicly, not as an industry benchmark.
NPS runs from −100 to +100. Retention figures are reported as the company defines them (net revenue retention, gross revenue retention, customer retention rate, churn). Every entry links to its source in the full database.