Since December 2022, the Commission has operated a monthly research programme into consumer satisfaction with telecommunications Retail Service Quality (RSQ). The program allows the Commission to gather consumer insights, monitor telecommunications RSQ to assess whether it reflects the demands of end-users, and to publish reports to inform consumer choice.
This quantitative research report contains a summary of insights from January – June 2024.
We publish research papers to make information available in a way that both shares our understanding of consumer demands with industry and informs consumer choice.
Areas to note:
Residential Net Promoter Score (NPS) for both broadband and mobile has fallen significantly since the previous report with overall industry NPS for mobile moving into negative. Industry mobile and broadband NPS for Residential and SMEs remains well short of the +20 favourable benchmark.
We have published NPS by provider in this report for the first time after previously publishing this in our Customer Service Rankings. Skinny currently leads both the mobile and broadband residential, and the SME mobile NPs rankings. 2degrees is a close second for both residential and SME mobile.
We are continuing to see consumers focus on the rising cost of living across several metrics, including satisfaction with broadband pricing falling, and an increase in consumers seeking lower prices when switching plans and providers for both mobile and broadband.
On a positive note, Residential Mobile satisfaction for reliability and coverage increased versus the previous report, with both sitting above the 80% benchmark.
However, we have seen a significant drop in residential consumers' satisfaction with the information provided when switching mobile plan or provider. Both now sit at 68%, well below the benchmark.
For SMEs, roaming is driving a high percentage of issues with their mobile services. We will be monitoring this area over the coming months.
If you have any questions or feedback about this research, or any of our “Improving RSQ in telecommunications” work, please email market.regulation@comcom.govt.nz, with “Improving RSQ” in the subject line.
