Canstar Mobile Phone Survey

Nearly half of Kiwi phone customers can’t function without their mobile

Auckland, 7 March 2016 – If you can’t organise your life without your mobile, rest easy. You’re not alone. The latest survey from consumer satisfaction company Canstar Blue shows that nearly one in two Kiwis couldn’t function without their mobile phone.

The nationwide survey of nearly 2000 people, examined consumer satisfaction across both prepay and plan (post pay) mobile phone account providers as well as habits surrounding mobile phone use.

Jose George, Canstar New Zealand General Manager, says that for many, a mobile phone is like a portable personal assistant.

“The younger generations rely heavily on their mobile phones. Sixty eight per cent of 18-29 year olds say they couldn’t function without out their mobile, and 64% of 30-39 year olds agree. Even half of those in the 40 to 49 age range say they couldn’t function without their phone, and surprisingly even 17% of the over 70s use their phone for more than just keeping in contact.”

Those with mobile phone plans appear to rely on their phones more heavily (57%) than those with prepay accounts (41%), and those from Auckland (56%) are more reliant on their phones than those from other regions.

Keeping up to date with all things social
More than 40 per cent check social media at work using their mobile, with men (43%) and women (45%) almost equally likely to check in on Facebook, Instagram and Snapchat.

Plan customers (52%) are more likely to check social media than prepay customers (38%), and the under 40s are the most likely to check their social media accounts regardless of account type. Eighteen to 29 year olds are two-and a half times more likely than the 50-59s to check social media at work.

George says that all that checking of social media can burn through data allowances.

“Youth are heavy users of social media apps. Forty four per cent of 18-29s say that apps like Snapchat and Instagram consume the majority of their data, compared to 22% of 30 to 39s and 10% of 40 to 49s.”

Driving and mobile phones – 1 in 3 say it’s not dangerous
Despite the public education campaigns, a sizeable minority still believe that it is safe to use their mobile (texting, GPS, calls) while driving.

The worst offenders are those 30 to 39, says George.

“NZTA says that drivers engaged in text messaging are 23 times more likely to be involved in a crash than drivers focused on the road. Most people know that being distracted while driving can be a serious safety issue, but there is a large group of drivers out there who just aren’t getting the message about not using mobile phones while driving.”

Drivers of satisfaction - plan and prepay customers have similar priorities
The survey examined drivers of satisfaction, and found that prepay and plan customers place nearly equal emphasis on customer service, network coverage, accessibility and billing information with prepay customers more focussed on value for money than those on monthly plans. Top drivers of satisfaction for plan customers are customer service (26%) and value for money (24%) and for prepay customers - value for money (36%) followed by customer service (27%).

And the winners are
A mix of prepay (1,073) and plan (875) customers took part in the survey which asked each customer type to rate their respective provider across a range of variables.

Skinny took out top honours in the prepaid category and 2Degrees topped the field in the plan category. Each are two time winners in their respective categories, says George.

“Skinny scored 5 stars across the board this year in the prepaid category, just as it did in 2015, and 2Degrees also repeated its fine performance in the plan category. Consistent performance and striking the right balance between value for money and all aspects of service is paying off for these two providers.”

The survey asked participants to rate their mobile phone account providers across the following variables:

1. Value for money (i.e. is it worth the money paid) - Plan and prepay customers
2. Customer service (pre-sale, point of sale, post sale) - Plan and prepay customers
3. Accessibility of the plan provider (sales, service, via shop, online, telephone) - Plan and prepay customers
4. Billing (information provided on the bill, ease of understanding, accuracy) - Plan and prepay customers
5. Network coverage - Plan and prepay customers
6. Assistance managing data – Plan customers only
7. Overall satisfaction with the mobile phone provider - Plan and prepay customers

Mobile Phone Plans 2016

http://www.canstarblue.co.nz/telecommunications/mobile-phone-providers/plans/

Mobile Phones Prepaid 2016

http://www.canstarblue.co.nz/telecommunications/mobile-phone-providers/prepaid/

Combined mobile phone habits by region: (exceptions only)

Auckland:
Most likely to check social media at work using their mobile (51%). Most likely to have dropped their mobile and cracked the screen (22%). Most likely to say that their mobile phone has become like a portable personal assistant that they could no function without (56%). Most likely to say that social media apps like Instagram and Snapchat consume the majority of their data (11%).

Otago
Least likely to say that their mobile phone has become like a portable personal assistant that they could no function without (35%). Least likely (25%) to say that using mobile (texting, GPS, calls) while driving is not dangerous. Least likely (alongside Bay of Plenty) to say that social media apps like Instagram and Snapchat consume the majority of their data (21%).

Bay of Plenty
Least likely to check social media at work using their mobile (34%). Least likely to have dropped their mobile and cracked the screen (16%). Most likely (38%) to say that say that using mobile (texting, GPS, calls) while driving is not dangerous. Least likely (alongside Otago) to say that social media apps like Instagram and Snapchat consume the majority of their data (11%).

*This geographical breakdown outlines exceptions only

About the survey
Canstar Blue commissioned Colmar Brunton Australia to use the ConsumerLink panel to survey 2,500 New Zealand consumers across a range of categories to measure and track customer satisfaction.

The outcomes reported here are the results from a survey of Kiwis who currently have a mobile phone account (prepay or plan) in their name and pay the bills on that account. In this case there were 1948 people surveyed.

ENDS

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