Video | Agriculture | Confidence | Economy | Energy | Employment | Finance | Media | Property | RBNZ | Science | SOEs | Tax | Technology | Telecoms | Tourism | Transport | Search

 


Industry delivers shocking customer service levels


Press Release

KiwiHost New Zealand

9 November 2012


Telecommunications industry delivers shocking customer service levels – annual KiwiHost Customer Service Pulse


Customer service in New Zealand is getting worse according to 36 per cent of Kiwis, while “happiness ratings” are plumbing the depths for Government, ISPs and particularly the telecommunications industry.


Of the more than 600 New Zealanders surveyed in the fourth national annual KiwiHost Customer Service Pulse, 48 per cent said they were satisfied with the level of customer service in New Zealand – a reverse on previous years when the trend was upwards (54 per cent in 2010).


KiwiHost Managing Director, Jared Brixton, says that customer service in New Zealand remains a mixed bag.


“On a company by company basis, Air New Zealand scored the highest overall Happiness Rating of 79.6 and Slingshot fared the worst with a Happiness Rating of minus 23.8 (in effect, an Unhappiness Rating),” Mr Brixton said.


At an industry level, banks, hotels and the automotive industry lead the way when it comes to happy customers.


Previous research conducted by KiwiHost has shown that respondents have a more favourable perception of the level of customer service provided by banks. This year the Banks were pipped to the post by both the automotive repair and hotels/motels industries.


The motor repair industry, hotels/motels, banking and the accounting/legal professions were the only industries that finished with a ‘Happiness Rating’ higher than 50 per cent.


“People used to give the banks a hard time, but that’s not what the facts say at all. They have really lifted their game, but telecommunications companies continue to be consistently poor.


“You have to wonder when they will start listening. It’s a bit hard to argue that they have high numbers of customers when banks and power companies do too, and don't do nearly as badly.


“Overall, if you're going to deal with telecommunications companies, Internet Service Providers (ISPs) and local government, then good luck. There doesn’t look like there’s much of a chance of getting good service there,” he said.


Alarmingly, telecommunications, ISPs, local councils and Government agencies actually scored a negative ‘Happiness Rating’.


“We didn’t expect anybody to score a negative rating.”


Within the telecommunications sector, 2Degrees was the clear favourite with 50 per cent satisfied respondents and the least dissatisfaction at just 12 per cent.


TelstraClear however was on the other end of the scale with 22 per cent satisfied respondents and the largest percentage of unsatisfied respondents at a massive 50 per cent, leaving them with an overall Happiness Rating of minus 18.18


“2Degrees, Vodafone and Telecom should all be congratulated for scoring a positive Happiness Rating in an industry that scored the worst overall Happiness Rating.


“However, it’s clear that they still have a wee way to go. A rating of less than 40 out of 100 clearly indicates they still have work to do if they want to retain existing customers and win new ones,” Mr Brixton said.


He points out that that Kiwis participating in the KiwiHost Customer Service Pulse since 2008 have made it clear that that their needs are not complicated and should be simple to fulfil. Again customers are saying:

Listen to me
Demonstrate a willingness to help me
Take responsibility for meeting my needs


Topping the customer wish list however, and then by some margin, is the plea to ‘listen and understand my needs’.


“These results should give a kick in the pants to some organisations and hopefully a realisation that service is not something that can be tucked under the rug. It is highly relevant to a company’s reputation, brand and overall success.


Ends

© Scoop Media

 
 
 
 
 
Business Headlines | Sci-Tech Headlines

 

Cosmetics & Pollution: Proposal To Ban Microbeads

Cosmetic products containing microbeads will be banned under a proposal announced by the Minister for the Environment today. Marine scientists have been advocating for a ban on the microplastics, which have been found to quickly enter waterways and harm marine life. More>>

ALSO:

NIWA: 2016 New Zealand’s Warmest Year On Record

Annual temperatures were above average (0.51°C to 1.20°C above the annual average) throughout the country, with very few locations observing near average temperatures (within 0.5°C of the annual average) or lower. The year 2016 was the warmest on record for New Zealand, based on NIWA’s seven-station series which begins in 1909. More>>

ALSO:

Farewell 2016: NZ Economy Flies Through 2016's Political Curveballs

Dec. 23 (BusinessDesk) - New Zealand's economy batted away some curly political curveballs of 2016 to end the year on a high note, with its twin planks of a booming construction sector and rampant tourism soon to be joined by a resurgent dairy industry. More>>

ALSO:


NZ Economy: More Growth Than Expected In 3rd Qtr

Dec. 22 (BusinessDesk) - New Zealand's economy grew at a faster pace than expected in the September quarter as a booming construction sector continued to underpin activity, spilling over into related building services, and was bolstered by tourism and transport ... More>>

  • NZ Govt - Solid growth for NZ despite fragile world economy
  • NZ Council of Trade Unions - Government needs to ensure economy raises living standards
  • KiwiRail Goes Deisel: Cans electric trains on partially electrified North Island trunkline

    Dec. 21 (BusinessDesk) – KiwiRail, the state-owned rail and freight operator, said a small fleet of electric trains on New Zealand’s North Island would be phased out over the next two years and replaced with diesel locomotives. More>>

  • KiwiRail - KiwiRail announces fleet decision on North Island line
  • Greens - Ditching electric trains massive step backwards
  • Labour - Bill English turns ‘Think Big’ into ‘Think Backwards’
  • First Union - Train drivers condemn KiwiRail’s return to “dirty diesel”
  • NZ First - KiwiRail Going Backwards for Xmas
  • NIWA: The Year's Top Science Findings

    Since 1972 NIWA has operated a Clean Air Monitoring Station at Baring Head, near Wellington... In June, Baring Head’s carbon dioxide readings officially passed 400 parts per million (ppm), a level last reached more than three million years ago. More>>

    ALSO:

    Get More From Scoop

     
     
     
     
     
     
     
     
    Business
    Search Scoop  
     
     
    Powered by Vodafone
    NZ independent news