Friday, 1 March 2013
Kiwis Have Their Say On Phone, Mobile
& Internet Providers
Roy Morgan Research last night revealed the winners of its 2nd annual Customer Satisfaction Awards for
Telecommunications companies at a gala dinner in Auckland.
Throughout 2012, Roy Morgan Research surveyed over 12,000 consumers across New Zealand. Based on their responses, each
month we awarded the Home Phone, Internet and Mobile Service Provider, as well as Mobile Handset, with the highest
proportion of satisfied customers.
Now, for the second time, we reveal the overall winners for the year, those telecommunications companies that
successfully endeavoured to satisfy its customers.
Telecom wins 2012 Home Phone Provider of the Year
Competition was fierce between all of the big players throughout the year, with Telecom, Orcon, TelstraClear, Slingshot
and Vodafone each winning at least one monthly award. It came down to Telecom, Orcon and Slingshot with three apiece
but, when it came down to the wire, Telecom took out the top prize.
2degrees wins 2012 Mobile Service Provider of the Year
The winner in this category has successfully grown its market share in New Zealand since its inception in August
2009—based in no small part on outstanding and consistent customer satisfaction results. After winning in 2011, 2degrees
kept up the good work to stay on top every month throughout 2012.
Paradise.Net wins 2012 Home Internet Service Provider
There was increased competition in this category in 2012, from the bigger, more established brands such as Vodafone and
Xtra to the emerging players such as Orcon and Slingshot. However Paradise continued its 2011 run, winning 8 out of 12
months in 2012.
Apple wins 2012 Mobile Phone Handset of the Year
Every year is a watershed year in mobile phone technology: 3G, 4G, LTE, NFC, GPS, Hi-Def Camera and Video. In 2012,
Steve Jobs died, the iPhone 5 was released to muted applause, Samsung launched the Galaxy s3, Nokia went all-in with
Windows and we just now get a glimpse of Blackberry’s latest challenger. All that, and nothing changed – the iPhone wins
on customer satisfaction. But will 2013 be different?
Pip Elliott, General Manager, Roy Morgan Research NZ, says:
“The proliferation of information and communication technologies over the past few years continues to change the
industry, but some things don’t change: customers wanting good service, price, flexibility and coverage.
“Now in only its second year, these Awards are already recognised as currency in many industries, being the most
accurate and trusted indicators of customer satisfaction in New Zealand.
“By integrating customer satisfaction measures with our world-leading Single Source survey of over 12,000 Kiwis, we
offer businesses incomparable research into just how satisfied their customers are and areas where they could improve.
“Roy Morgan Research congratulates not only the winners but all successful businesses, large and small, that consistently aim to satisfy their customers.”
To visit the Roy Morgan Customer Satisfaction Awards website, click here. The website monitors the movement in customer satisfaction for a number of businesses over different industries.
To purchase any number of Roy Morgan’s Satisfied and Dissatisfied Customer Profiles, click here. These profiles are an in-depth analysis of customers who have indicated they are either satisfied or dissatisfied with
a particular business.
Please click on this link to the Roy Morgan Online Store.
About Roy Morgan Research:
Roy Morgan Research is the largest independent Australian and New Zealand research company, with offices also in the
United States, United Kingdom, and Indonesia. A full service research organisation specialising in omnibus and
syndicated data, Roy Morgan Research has more than 70 years’ experience in collecting objective, independent information
on consumers.
Roy Morgan Research was set up in New Zealand in the 1990s and has been collecting information across a wide range of
industries in New Zealand ever since. Roy Morgan currently has over 10 years of trended data on a geographically and
demographically representative sample of over 12,000 New Zealanders aged 14+.
ENDS