In December 2022, the Commission engaged Perceptive to undertake a monthly research programme of consumer satisfaction with Retail Service Quality (RSQ). The survey includes mobile and broadband services. This program allows the Commission to gather consumer insights to monitor retail service quality to ensure it reflects the demands of end-users of telecommunications.
This quantitative research report contains a summary of insights from the first 6 months (January – June 2023) of this monitoring programme.
We publish research papers to share our understanding of consumer issues and demands with industry and consumer stakeholders. Any next steps taken in relation to this research will be communicated in advance.
Key points from the research we have identified for stakeholders to consider:
Overall mobile residential consumer NPS of +21 just manages to reach the benchmark for a favourable NPS score (+20). For mobile SME and broadband residential consumers the NPS score is below the favourable score.
Overall customer satisfaction for residential mobile just reaches what we would consider the benchmark level of 80%, but all other measures are below this, with customer service and price showing the lowest levels. SME satisfaction is under the benchmark.
Nearly 40% of residential broadband consumers said that they had an issue in the last 6 months, with speed and reliability the main issues and only half of these issues resolved the first time.
The impact of broadband issues on SME productivity is high, with over 50% of broadband SMEs indicating that they have had an issue in the last six months. Key issues include service speed, service reliability and service coverage which will impact their efficiency and ability to get things done effectively.
SMEs say that the speed at which their issue is resolved as well as the knowledge and helpfulness of staff is unsatisfactory. Poor first contact resolution for broadband service speed and coverage issues also impacts productivity.
If you have any questions or feedback about this research, or any of our Improving RSQ in telecommunications work, please email Market Regulation, market.regulation@comcom.govt.nz, with “Improving RSQ” in the subject line.
