Case Study: Telstra achieves a 30-point NPS increase with Vision Critical

How Telstra adapted to a market shift and delivered a 30 point increase in NPS

Telstra, Australia’s largest telco, faced a major market shift with the launch of Australia’s National Broadband Network and needed to create competitive Telstra-only value for nbn customers. Using Vision Critical’s Catalyst employee community and My Telstra Experience customer community, Telstra gathered fast feedback to improve customer experience and product innovation, including the Telstra Smart Modem.

Vision Critical helped Telstra combine user and behavioral data with community insight to test scenarios, uncover pain points, and refine the modem experience end to end. The results were strong: an average 15-point lift in customer advocacy, a peak 30-point increase in the first 30 days, 50% fewer modem returns, and an 18% year-on-year drop in order cancellations, with an additional 13-point NPS increase for in-store plug-and-play purchases.

Telstra

Phi Do

Experience Designer & Catalyst Lead