Wednesday, 04 November 2020 12:35

Telstra ahead in offering ‘best mobile experience’ to customers, report reveals


Telstra consistently offered the best mobile experience to its customers in Australia, according to a new report from crowdsourced mobile data company Tutela, which analysed the performance of mobile providers on customer service in both Australia and New  Zealand.

According to the new 2020 Australia and New Zealand State of Mobile Experience Report from Tutela - which looked at mobile experience in the two countries at both an overall and an operator-specific level - Telstra offered its users the “highest Excellent Consistent Quality", indicating that in 86.1% of tests, the network was “good enough for demanding applications, such as 1080p video streaming, real-time mobile gaming, and HD video calling”.

The report from Tutela also found that Telstra had the highest Core Consistent Quality at 95.6%, the fastest median download speed in the country, and the best coverage.

But Vodafone achieved the fastest median upload speed and the best one-way latency result in Australia.

Tutela says that to more objectively evaluate when connections are (and are not) enabling users to do those things, it has developed a standard called Consistent Quality.

“Simply put, it’s two sets of thresholds, called Excellent and Core. If a connection hits the Excellent standard, it means that connection was good enough for demanding applications including HD group video calling or 1080p video streaming.”

According to Tutela, when examining Australia and New Zealand against one another, Australia dominated in all five main categories tested, with the most significant lead against New Zealand occurring in the latency test, with Australian subscribers experiencing a more responsive network than New Zealand subscribers by 11.2 ms. 

Tutela says it has analysed over 1 billion total records taken from real-world smartphone users, including more than 17 million speed and latency tests, taken between April 1st and September 30th 2020.

Key findings from its report include:

  • Telstra consistently offered the best mobile experience in Australia, with the operator taking first place with the highest Excellent Consistent Quality, the highest Core Consistent Quality, fastest download speed, and best coverage. 
  • Vodafone took out first place for the fastest upload speed in Australia and the best latency result. 
  • In New Zealand, Spark won in three of the six metrics tested, including highest highest Excellent and Core Consistent Quality in the country and best coverage. Vodafone had the fastest download and upload speed, and 2degrees had the best latency result.

Tom Luke, VP at Tutela, said: “Operators in both Australia and New Zealand continue to showcase impressive results, particularly Telstra in Australia and Spark in New Zealand.”

“Australia has made impressive early strides towards 5G, and we are looking forward to seeing how the new technology, along with the additional assets gained in the March 2021 spectrum auction, help to improve the mobile experience for users in Australia.

“Mobile subscribers in both Australia and New Zealand both stand to greatly benefit from the deployment of 5G infrastructure and we look forward to watching the improvements to customer experience over the coming months.”

To view Tutela’s full report click here.

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Peter Dinham

Peter Dinham - an iTWire treasure is a mentor and coach who volunteers also a writer and much valued founding partner of iTWire. He is a veteran journalist and corporate communications consultant. He has worked as a journalist in all forms of media – newspapers/magazines, radio, television, press agency and now, online – including with the Canberra Times, The Examiner (Tasmania), the ABC and AAP-Reuters. As a freelance journalist he also had articles published in Australian and overseas magazines. He worked in the corporate communications/public relations sector, in-house with an airline, and as a senior executive in Australia of the world’s largest communications consultancy, Burson-Marsteller. He also ran his own communications consultancy and was a co-founder in Australia of the global photographic agency, the Image Bank (now Getty Images).

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