Telecommunications Consumer Satisfaction Monitoring Report – January-June 2025
The Commission operates an ongoing 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.
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.
This quantitative research report contains a summary of insights from January–June 2025.
Areas to note
- Net Promoter Score (NPS) and Satisfaction scores for Mobile and Broadband continue to lag behind our benchmarks of good performance. However, we note that the scores have levelled off following significant declines in our July–December 2024 report.
- Ongoing concerns around pricing, value for money, and customer service continue to be key drivers of low NPS scores among residential customers. Notably, customer service is being increasingly cited by consumers in switching, both in the decision to leave their current provider and why they choose their new provider.
- There has been a small increase in the rate of residential mobile and broadband switching. Indicative of the current economic climate the main reason for residential consumers looking to leave their current provider is to pay less.
- Over the past six months, just over half (51%) of residential broadband consumers reported encountering an issue, up from 39% in our January–June 2024 report. Service reliability, service speed and pricing remain the most common issues experienced.
- While small and medium-sized enterprises (SMEs) consumers show similar themes to residential consumers, it is worthwhile noting that SMEs with 5–9 employees consistently report lower NPS scores than the average, indicating that there may be potential challenges unique to this group.
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.