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Macquarie Telecom Group wins Best Customer Experience in the World

Macquarie Telecom Group wins Best Customer Experience in the World

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Macquarie Telecom Group has taken double gold at the annual World Communications Awards hosted virtually from London. The company received the award for the best Customer Experience and David Tudehope won CEO of the Year.

Macquarie received the Customer Experience (CX) Award for its Heartbeat programme and outstanding customer experience, measured by a world-leading +72 NPS. Heartbeat Club encourages Macquarie’s entire team to delight customers and literally do the opposite of industry counterparts. 

Macquarie’s CEO, David Tudehope, was recognised for his 28-year career, championing the de-regulation of the telco industry, bucking the trend of poor customer service among competitors and pioneering innovative technologies in Australia, including colocation data centres in the early 2000s and SD-WAN in 2016.

Macquarie’s antithetical approach to industry counterparts is illustrated in its share price growth – over the past three years it has risen 83% versus the overall decline of 18% across other telcos. The company delivered its sixth consecutive year of profitable growth in its most recent FY20 results, which underscored a circa-$100m investment into sovereign government and enterprise data centres in Australia this year.

Presenting Tudehope with the award at the ceremony held in London, Nokia UK and Ireland CEO, Cormac Whelan, said: “For the CEO of the Year, we’re definitely looking for the X-Factor and we definitely found it here. The judges described the winner as the most customer experience focused CEO they’ve ever seen. Which has resulted in his company delivering a net promoter score at the same level as Apple and Amazon.

“He championed increased competition in his own domestic market and has delivered outstanding growth for the company he himself founded in 1992.”

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