Telecommunications Consumer Satisfaction Monitoring Report July–December 2024

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 July–December 2024.

Areas to note

• We are concerned with the downward trend in NPS and consumer satisfaction across all key areas. These results have fallen for all providers, excluding Skinny.
• The reduction in NPS for residential consumers is partly driven by an increase in the number of households reporting an issue with their mobile or broadband service. Households also mention price increases and a perceived lack of value for money as a key reason for low NPS scores.
• Consumers identified more competitive pricing, better mobile reliability and faster broadband speeds as the key improvements providers could make to increase satisfaction.
• While more consumers changed plans in the last six months, the rate of consumers switching provider rates remains low and consumers who have switched providers are showing a dropping satisfaction with the mobile switching experience.
• On a positive note, we have published results for the first time relating to billing comprehension that show roughly 70% of consumers say their provider’s bill is easy or very easy to understand.

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.