New Zealand: consumer survey

This report provides key findings from consumer survey data for New Zealand and gives an analysis at the operator level. It covers fixed broadband, mobile and pay-TV services.

The survey was conducted in association with Dynata in July 2023. The survey group was chosen to be representative of the mobile-internet-using population in New Zealand. We set quotas on age, gender and geographical spread to that effect. There were at least 1000 respondents.

Topics analysed in this report

• Net Promoter Scores (NPSs) and customer satisfaction metrics for fixed broadband and mobile operators in New Zealand
• Main drivers of mobile customer satisfaction metrics and intention to churn
• Breakdown of the fixed broadband subscriber base by speed and of mobile users by data allowance
• Operator channels and the link with customer satisfaction
• Penetration and NPS of the most popular streaming video services in New Zealand
• The feature sets that will need to be adapted in order to defend against future churn