Investors welcome Telstra result despite profit fall

Telstra has recorded a 17 per cent fall in profit to $3.2 billion, but says efforts to win back customers are gaining traction.

The company says its profit result exceeded its guidance, due to productivity benefits and revenue growth in the second half of the year.

Telstra says it returned to earnings growth in the second half of the financial year, due in large part to the addition of 2 million customers in Australia and Hong Kong.

The growth in domestic customer numbers was driven by 1.66 million new mobile users, with mobile broadband making up almost two-thirds of that number.

Sales revenue grew 1.8 per cent in the second half of the year, while pre-tax earnings grew 0.7 per cent.

“This result demonstrates real progress in our initiatives to improve customer satisfaction, grow our customer numbers, simplify the business and develop growth opportunities,” said the company's chief executive David Thodey.

“We have seen the company return to revenue growth and expect the momentum across the business to continue in 2012."

Telstra says it has also invested in cloud computing, a digital strategy at Sensis (its directory business), putting Foxtel content on its T-Box service, and restructuring a large part of its Asian assets.

Mr Thodey says he has observed some improvement in customer service at the telco.

"I think we are becoming easier to do business with - I didn't say easy, but easier to do business with, and that's very important in dealing with our customers," he said.

"I think the way that we're constructing our offers, there's good value for our customers, while we still manage the core financials."

Telecommunications analyst Mark McDonnell says an increase in mobile phone customers in the second half was largely responsible for the result.

"We had Vodafone or Hutchinson give some commentary about their results and of course they lost 375,000 customers - many of them were pre-paid customers - who switched over to Telstra," he said.

"Of course one of the things assisting that was Telstra's pricing has become more competitive."

However, the company's fixed-line voice revenues continued their steady decline, falling 7.9 per cent to $5.4 billion.

The company's Sensis division also recorded a 6.4 per cent decline in earnings as people increasing move online to search for businesses, rather than using phone directories.

Telstra says it remains committed to putting the National Broadband Network proposal, which is worth around $11 billion to the company, to shareholders at its AGM on October 18.

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