Telecom
The telecommunications sector has posted 200 canonical NPS disclosures with a median score of 55, reflecting steady customer sentiment across mobile, broadband and ISP operators. Stratus Networks and DISH have posted scores well above 80 in recent years. Telstra has been making steady progress, and calls out a score of 47 with detail on methodology in its FY25 Annual Report — a solid number that the industry can compare against.
The reports here are focused on B2C numbers — it's hard to see whether the telco industry is measuring its B2B relationships. Our sense after many years of working in this industry is that business-to-business relationships are not measured or improved in the way the consumer side is. We would like to see more breakouts from companies on this — and in the meantime there is an opportunity for B2B telco companies to win on customer experience.
The headline
Telecom's 200 disclosures deliver a median NPS of 55.0 and a mean of 49.9, tracking 19 points below the cross-corpus benchmark of 74. The gap underscores persistent structural headwinds: high churn, commoditised infrastructure and legacy service models that struggle to inspire advocacy. Still, the sector median sits comfortably in positive territory, suggesting that leading operators have learned to balance reliability with experience.
The distribution is wide. Scores range from Reliance Jio's –46.37 in 2021 to Cellusys' perfect 100.0 in the same year. That 146-point spread reflects the sector's segmentation: regional fibre and specialty ISPs routinely beat the national wireless incumbents. It also signals that execution matters more than market position.
NPS evolution
Year-over-year data show a slow climb from the mid-20s in 2017–2018 toward a 2023 peak of 84.0 median, before settling back to 60.0 in 2026 year-to-date. The recent moderation may reflect a mix of post-pandemic normalisation and renewed price competition. Volume has grown steadily, with 2024 and 2025 each producing 30+ disclosures—more than double the cadence seen before 2020.
Disclosure volume
Disclosure frequency has accelerated markedly. From just 18 reports in 2017, the sector reached 32 in 2024 and 30 in 2025. The first five months of 2026 have already yielded 12 entries, suggesting the full year will match or exceed prior volume. Increased transparency aligns with investor and regulatory scrutiny of subscriber retention and service quality.
Company stories
Telstra's steady progress to a solid 47
Telstra has logged five disclosures since late 2016, starting at 3.0 and reaching 47 in August 2025—a delta of 44 points and one of the most significant swings in the data set. In a recent report (April 2026) the operator attributed the latest result to a marketing campaign and network improvements that drove a $330 million revenue lift. The trajectory illustrates how sustained investment in CX can reverse multi-year reputational deficits, even for a national incumbent.
Stratus Networks wins on service excellence
Stratus Networks posted an 84.2 score in February 2026, nearly three times the telecom industry average, earning a Stevie Award for customer service. The boutique fiber provider's result underscores the advantage of smaller, regionally focused operators that can deliver white-glove support and lower churn. It also sets a benchmark for mid-market enterprise connectivity players.
Negative outliers persist
Four disclosures fall below zero. Reliance Jio hit –46.37 in August 2021, the sector floor. VodafoneZiggo scored –7.0 in April 2024, while Vodafone / Orange recorded –35.0 in August 2017. These readings typically correlate with service outages, billing disputes or aggressive price increases that trigger mass detraction. Jio's subsequent climb to 7.4 in 2024 shows that rapid infrastructure scale-up can repair trust, albeit slowly.
Fresh in 2026
A dozen disclosures have appeared since January 2026, spanning five continents and a range of business models. Highlights include:
- BT Group reported a record 33.4 for the fiscal year ended March 31, marking modest progress for the UK incumbent.
- PT Telekomunikasi Indonesia Tbk achieved 63.0, classified as excellent, signaling strong performance in Southeast Asia's largest market.
- Superloop disclosed a 55.0 score tied to an AI assistant that resolves 67 percent of customer requests without human intervention, illustrating the productivity and satisfaction gains from automation.
- UTOPIA Fiber maintained 60.0, reflecting steady municipal-fiber execution in Utah.
- Charter noted a 60-point improvement under incoming COO leadership, though the base and timeframe remain unspecified.
- Openserve posted 79.2 for Q3 FY2025, among the highest for a wholesale fiber operator.
- Globe reported 49.0 in February, crediting satellite and network expansion; the score is down 19 points from the prior year's 68.0.
Older nuggets worth a second look
- Amaysim hit 58.0 in November 2013 with over 500,000 customers, as the MVNO explored US expansion.
- Optus climbed to 6.0 in H1 2014, paired with monthly postpaid churn at a seven-year low of 1.32 percent.
- Vodacom led South Africa with 53.0 in November 2016, 16 points ahead of rivals.
- KPN posted 23.0 in the Dutch triple-play market in July 2017, far outpacing Ziggo's –2.0.
- Simyo topped the Netherlands mobile market at 30.0 in Q2 2017, ahead of T-Mobile (26) and KPN (22).
- Aryaka Global SD-WAN earned 65.0 in August 2017—five times the telecom average—and an excellence award.