New Zealand: consumer survey

Operators have struggled to differentiate their propositions in New Zealand’s fixed market, with Net Promoter Scores (NPSs) remaining within a relatively narrow range. In the mobile market, slower migration to larger data allowances increases the need for operators to find new ways to support more-for-more strategies.

This report provides key findings from consumer survey data from 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 3Q 2026. 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 1007 respondents.

Questions answered in this report

• What are the most significant factors that affect NPSs for fixed broadband and mobile operators in New Zealand? Which operators score highly and why?
• What are the most significant drivers of fixed broadband and mobile churn in New Zealand and how can operators approach customer retention?
• What are the mobile and fixed broadband data usage patterns among respondents in New Zealand?
• What are the most popular pay-TV and video streaming services in New Zealand? Which services lead to high satisfaction scores and why?