Case Study: Telstra achieves faster NPS insights with Adoreboard

Telstra Wholesale Increasing speed to Insight on NPS verbatim by 75%

Telstra Wholesale, a leading telecommunications company in Australia, needed a faster way to turn tens of thousands of NPS survey responses and customer comments into decision-ready insights. Their senior team had been spending many days in workshops manually analyzing voice-of-customer data, and they wanted to reduce that effort while improving speed to insight. Adoreboard’s Emotics platform was used to process the feedback and synthesize the survey data.

With Adoreboard, Telstra Wholesale received high-quality insights in a much shorter timeframe, helping teams focus more on customer value and less on manual analysis. The company says Adoreboard reduced the time needed to gain insights from customer data by 75%, significantly improved efficiency for leaders and mission teams, and helped them prioritize actions that would deliver the greatest benefit to customers.

Telstra

Warwick Burton

Senior Marketing Specialist