Telstra should prioritize the billing issue

Caption of a Telstra storefront in a mall.
Photo: Wpcpey

Insight nr. Ⅰ
The topic “customer service” occurred in 5% of the reviews and has an average grade of 1,05 / 5. It was mentioned that customer support had been unprofessional and rude, also that some had to wait a long time on hold before being able to talk to someone.

Insight nr. Ⅱ
The topic “account access” occurred in 19% of the reviews and has an average grade of 1,26 / 5. It’s related to the topic “bills”. Some complained that they couldn’t log in and that the app wouldn’t recognize their email address or phone number.

Insight nr. Ⅲ
The topic “bills” occurred in 17% of the reviews and has an average grade of 1,25 / 5. It’s related to “account access”. It seems that some were constantly getting error messages when trying to pay their bills.

Caption of the topics and grades from the dashboard of this analysis.
  • If you found this analysis interesting, you might also be interested in our analysis of Sprint!

Conclusion and suggestion

Telstra should sort out the billing issue so that customers can pay their bills efficiently and in time – we would suggest they make this issue a priority!
They also need to step up when it comes to customer service being reachable and more receptive to customers. Lastly, Telstra have some log-in errors that are disturbing for the users.

The research team at Gavagai performed this analysis using our AI-powered text analysis tool, Gavagai Explorer. All texts analyzed in this article are collected from public online data published on Google Play.

Want to try this kind of analysis on your own data?

Gavagai Explorer is free to try (no credit card needed) and works in 46 languages.

Book a demo to find out more!