At imei, delivering exceptional customer experiences isn't a goal, it's a commitment embedded into everything we do.
In FY26, we achieved an outstanding Net Promoter Score (NPS) of +88, significantly outperforming the telecommunications industry benchmark of approximately +19. 

This result reflects the trust our customers place in us every day and reinforces our focus on responsiveness, expertise, communication and service excellence across managed mobility, unified communications, networking, security and enterprise technology solutions.

What Is NPS and Why Does It Matter?

Net Promoter Score (NPS) is one of the most widely recognised measures of customer loyalty and satisfaction. It measures how likely customers are to recommend a company, product or service to others.

Scores range from-100 to +100, with higher scores indicating stronger customer advocacy and loyalty. While many organisations consider positive scores a success, industry averages can vary significantly. Current benchmarking data places telecommunications at around +19, making imei's FY26 result of +88 a standout achievement.

An NPS of +88: More Than Just a Number

Each year, imei collects feedback across thousands of customer interactions, helping us understand what's working well and where we can improve.

While we are proud of achieving an NPS of +88, the score itself isn't what motivates us. What matters most is ensuring every customer receives knowledgeable support, proactive communication and a positive experience whenever they engage with our team.

Customer feedback helps guide continuous improvement, shape our service delivery and ensure we continue to exceed expectations.

What Our Customers Value Most

Across the feedback we receive, several themes consistently emerge:

• Fast and responsive support
• Friendly and knowledgeable specialists
• Proactive communication
• First-time issue resolution
• A genuine commitment to customer success

These qualities have become defining characteristics of the imei experience and are reflected in the loyalty and advocacy of our customers.

The Voice of Our Customers

Responsive Support

"Poppy provides friendly, courteous and professional service. Communicates clearly and keeps customers well informed throughout, which she manages exceptionally well." Ben from Toyota Finance Group

Trusted Expertise

"Highly efficient and reliable, especially when handling urgent matters that require immediate resolution. Thank you for your assistance :)" Marcia from GHD

Going Above and Beyond

"Alam has been very assistive in porting multiple different numbers from different accounts to be transferred to the BAI account. There were many delays from the business but Alam has been very diligent and followed up every week. Great work from Alam!" Leon from BAI Communications

Partnership and Care

"Frankly, David’s been outstanding. His technical know-how and communication skills have been top-notch. Both his pro-active and re-active communication has been amazing. All up, imei’s reputation has only grown stronger through this migration." Wayne from Cairns Regional Council

Why Customer Feedback Matters

Every piece of feedback helps us improve.

When customers identify opportunities for improvement, we listen and act. When customers share positive experiences, it reinforces the behaviours and service standards we strive to deliver every day.

Our goal isn't simply to achieve a high score, it's to continuously create experiences that earn long-term trust and advocacy.

Key Takeaways

What was imei's FY26 NPS score?

+88.

How does that compare to the telecommunications industry average?

Approximately 4.5 times higher than the industry benchmark.

What does it mean for customers?

Customers consistently report positive experiences, strong service quality and high levels of confidence in recommending imei.

What is imei committed to?

Delivering exceptional customer experiences and continuously improving through customer feedback.

Experience the imei Difference

Whether you're looking for managed mobility, unified communications, networking, security or enterprise ICT solutions, partnering with a provider that prioritises customer outcomes makes all the difference.

Contact the imei team today and discover why customers continue to rate us among the industry's strongest performers.

Frequently Asked Questions About imei's Customer Satisfaction

What is imei's Net Promoter Score (NPS)?

imei achieved an outstanding Net Promoter Score (NPS) of +88 in FY26, reflecting exceptionally high levels of customer satisfaction, loyalty and advocacy.

Is an NPS of +88 considered good?

Yes. NPS scores can range from -100 to +100. A score of +88 is considered world-class and significantly exceeds typical telecommunications industry benchmarks.

How does imei compare to telecommunications industry benchmarks?

The telecommunications industry benchmark is commonly reported at approximately +19. With an FY26 NPS of +88, imei substantially outperforms industry averages.

How does imei collect customer feedback?

imei gathers feedback throughout the customer journey using Net Promoter Score surveys and other customer feedback channels to understand service performance and identify opportunities for improvement.

Why do customers recommend imei?

Customers frequently highlight:

• Responsive support
• Friendly and knowledgeable staff
• Fast issue resolution
• Proactive communication
• Reliable service delivery
• A personalised customer experience

What industries does imei support?

imei supports organisations across most industries with a focus on government, healthcare, enterprise, retail, logistics, financial services and professional services throughout Australia.

Why is customer feedback important to imei?

Customer feedback helps drive continuous improvement. It enables imei to better understand customer needs, improve service delivery and maintain consistently high levels of customer satisfaction.

What services does imei provide?

imei delivers managed mobility, telecommunications, unified communications, networking, security and enterprise ICT solutions to organisations across Australia.