Telecommunications Consumer Satisfaction Monitoring Report January-June 2026

The Commission operates an ongoing research programme into consumer satisfaction with Telecommunications Retail Service Quality (RSQ). The programme 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 2026.

Areas to note

• Residential mobile satisfaction and Net Promoter Scores (NPS) remain flat, below our benchmarks. Broadband satisfaction and NPS, however, have improved, although they remain below our benchmarks. This has been driven partly by a decline in residential consumers experiencing an issue and an increase in satisfaction across all service and value factors.
• Pricing remains the biggest challenge and the lowest rated area of satisfaction across both mobile and broadband. To improve satisfaction further, providers should focus on improving their pricing, speed and coverage.
• While the number of residential consumers experiencing a broadband issue has fallen, over half of those consumers who did have an issue experienced multiple issues. Broadband providers should focus on identifying and addressing the root causes of consumers experiencing multiple issues.
• Residential switching remains lower than seen in international markets with broadband switching declining from 12% to 10% in the last year. A similar reduction can be seen in consumers changing plans with the same provider. One bright note, though, is consumers appear slightly more satisfied with the experience of changing their broadband provider or plan, although these levels are still below benchmark.
• SME broadband NPS has improved slightly, driven by perceptions of value for money strengthening. However, there has been little movement across other satisfaction measures and issue factors, suggesting the overall customer experience has remained largely consistent.
• SME switching across both broadband and mobile remains low, with a slight decline in broadband switching. Unlike residential, there appears to be no improvement in consumers’ view of the experience in changing provider or plan.

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.