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 July – December 2023.
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
The impact of the rising cost of living can be seen across several metrics within the report including a decline in satisfaction with price for both consumers and SMEs and an increase in pricing issues for residential consumers.
It is good to see SME consumer NPS for broadband increasing 1 point since the last report and the percentage of SME consumers who have had an issue with their broadband or mobile in the last six months decreasing.
Areas for improvement
Residential consumer NPS for both broadband and mobile has fallen since the last report. NPS is now below the favourable threshold of +20 for both services, with the gap in broadband being the largest.
The percentage of residential consumers who have experienced an issue has slightly increased, at the same time, satisfaction with customer service received has fallen.
SME consumers who have experienced an issue are also less satisfied with the response than the previous period with satisfaction with speed of resolution for mobile dropping 12 percentage points.
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.
