Anatomy of A Failing Business, page-61

It is a significant problem, customer service is important for organic growth, and Telstra is objectively bad at it.

The evidence of this is the TIO complaints, conveniently analyised by the Comms Alliance and formated in complaints per 10,000 services, it shows Telstra doing a bad job.

Of the RSP's with a sizable market share;

	RSP	TIO Complaints per 10,000
1	Telstra	9.8
2	Optus	5.2
3	TPG	3.8
4	- iiNet	5.7
5	Vocus - Dodo	2.1
6

https://commsalliance.com.au/__data/assets/pdf_file/0008/75293/Complaints-in-Context-October-December-2020.pdf

There are brands that have higher complaints than Telstra, but they have a small market share, they are Southern Phones (AGL), Commander (Vocus) and MyRepbulic

Telstra know its a problem, one of the things they are doing is moving support back onshore, which will be good PR, but it will increase costs, and not necessarily actually improve things, eg Dodo has low complaints and are offshore support.

The best customer support is not actually needing it.