Consumer NZ’s latest satisfaction survey has just been released and Vodafone has received a poor reception. Telco customers rated Vodafone last for both mobile and broadband services, the same place it occupied last year. About three-quarters of Vodafone’s broadband customers reported spending a long time on the phone waiting to speak to a rep. Nearly half said the service was poor once they finally got through.
Vodafone wasn’t the only large player leaving customers hanging. Spark also clocked below-average overall satisfaction results from its mobile customers. The dismal performance by the two biggest telco companies dragged down average overall satisfaction scores to 54 percent for mobile providers and 49 percent for internet service providers. Smaller providers such as Spark-owned Skinny had the highest overall satisfaction result with 75 percent, followed closely by 2 degrees with 61 percent. Spark had an overall result of 49 percent, with a dismal 48 percent satisfaction result for Vodafone.
The top-rated Internet Service Provider was Flip, with an overall satisfaction score of 70 percent. Among ISP’s that offer the option of having fibre, Skinny customers reported having fewer problems than others. Consumer NZ’s survey suggests that fibre is now the most common type of residential internet connection. However, many households have reported experiencing problems during the installation process.