Small providers deliver higher levels of mobile and internet customer satisfaction, says Consumer NZ


Vodafone internet customers do not experience as many internet service issues as other providers, but many were less satisfied with the customer support provided.

Tom Pullar-Strecker/Stuff

Vodafone internet customers do not experience as many internet service issues as other providers, but many were less satisfied with the customer support provided.

Only 51% of Vodafone customers are “very satisfied” with their internet service, Consumer NZ found.

The watchdog recently surveyed nearly 2,000 New Zealanders to ask about their mobile and internet reliability, connection speed, customer support, value for money and overall satisfaction.

When it comes to highly satisfied customers, the survey found that Now Broadband and Skinny came out on top, receiving People’s Choice Awards for Internet Services.

2degrees, Warehouse Mobile and Skinny have been awarded People’s Choice status for mobile services.

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“The results speak for themselves. The vast majority of Now and Skinny customers are very happy with their service provider – they are relatively small operators,” said Ruairi O’Shea, investigative reporter for Consumer NZ .

A New Zealand

The telecom operator changes its name.

“On the other hand, only 51% of Vodafone customers are very satisfied with their Internet service.

Vodafone, which recently announced its name change to One New Zealand early next yearobtained the lowest or lowest satisfaction scores in all aspects studied for its Internet service.

A Vodafone spokesperson said it was focused on increasing customer satisfaction and improving its customer service, with a number of significant investments in 2022.

“Although we are making great progress, we recognize that we still have work to do.”

This year it had brought more of its customer service function to New Zealand, bought its retail stores to better control the customer experience, continued to focus on staff training and further reduced its handling times. calls, improving the customer experience.

“Our upcoming rebranding will allow us to invest even more in our networks, onshore services and technology solutions for our customers in New Zealand,” she said.

Spark, Vodafone and Slingshot all received below average satisfaction scores among their mobile customers.

Vodafone/provided

Spark, Vodafone and Slingshot all received below average satisfaction scores among their mobile customers.

“By bringing our stores home and hiring regionally, we aim to make locals serve locals and deliver a more connected customer experience.”

In terms of Internet service issues, 45% of consumers surveyed had experienced a problem with their provider in the past year.

Issues included things like disconnection, dropouts, and slower than expected speeds.

“Orcon was the worst culprit for Internet service issues, with more than half of its surveyed customers experiencing a service issue in the past 12 months,” O’Shea said.

“Vodafone Internet customers did not experience as many Internet service issues, but many were less satisfied with the customer support provided.”

Spark, Vodafone and Slingshot all received below average satisfaction scores among their mobile customers.

Mobile service issues were found to be less prevalent than internet service issues, with 32% of mobile customers reporting a problem with their provider in the past year.

The most commonly reported issues were slower than expected mobile data speeds, disconnections, dropouts, and billing.

If consumers had a problem with their telephone company and were unable to resolve it, they could contact the Telecommunications Dispute Resolution Service free.

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