Telecommunications Consumer Satisfaction Monitoring Report – July-December 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 July–December 2025.
Areas to note
- Satisfaction and Net Promoter Scores (NPS) are rising after several low periods. However, the values remain under our benchmarks of good performance as opportunities for improvement remain. Consumers indicated that a demand for more competitive pricing as the top area for improvement.
- It is also good to see a drop in consumers experiencing Mobile and Broadband issues. There remains a substantial difference in NPS for those who have experienced issues versus those who haven’t and this seems to be a key driver behind overall NPS increasing.
- However, while the percentage of consumers experiencing an issue has fallen, the number of consumers experiencing an issue with mobile service coverage has increased. For broadband reliability remains the largest issue.
- Switching continues to remain lower than what we have observed in markets internationally. For consumers who switch, value / wanting to pay less remained the main motivator, but loyalty not being rewarded has become a more significant reason to switch.
- While small and medium-sized enterprises (SMEs) consumers show similar themes to residential consumers, providers seem to do a better job servicing medium sized businesses with 10 – 19 employees, with those businesses having overall satisfaction scores over 90%.
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.