Contact Preferences – December 2024

We publish research papers to share our understanding of end user demand with industry stakeholders.

Key points from the research

• In general, residential consumers prefer to contact their provider by telephone for an issue, while online and app contact is preferred for more transactional tasks such as checking balances, buying add-ons and finding information.
• Consumers appear to have low preference for messaging and chat functions.
• However, there are significant differences between age groups for residential consumers with younger age groups generally preferring more online contact and older age groups often preferring person to person contact
• SME consumers show similar preferences to residential consumers, though they do have a higher preference for email.

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.