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Are New Zealand’s power companies “switched-on” ?



News Release:

Are New Zealand’s power companies “switched-on” to their customers?

With the drive for cheaper power, is the customer still satisfied with the service they receive from their electricity and gas supply company? A major New Zealand study needs your help to find out!
It’s easy to take part and all that electricity and gas customers need to do is to respond to the online questionnaires at:
www.WasItOK.com/nzpower
The study is completely confidential and customers will not be asked for any personally identifiable information.

CTMA is conducting this major nationwide study to provide all New Zealand power customers with the opportunity to voice their views about the service they have received from their power company during the past year. Through an online questionnaire the study asks customers a series of questions about their overall satisfaction with their power company. It asks about any problems they may have encountered during the year and where they see any the strengths or improvement opportunities.

A price-sensitive market, intense competition, increasing customer expectations, easier switching practices and the anticipated mixed ownership model, are all exposing the New Zealand power industry to increased internal and external pressures. But with all these challenges to the industry, are customers being served well by their energy suppliers, or is service-quality taking a hit? Are power companies “switched-on” to their customers - or are they causing their customers to “switch-off”?

“This study is not one of those tedious ‘score-chasing’ surveys we all dread as customers” explains CTMA’s Managing Director, Paul Linnell, “but a genuine effort to get to the bottom of what’s good, and what’s not so good, about the service provided by power companies in New Zealand. The purpose of the study is to discover how well power companies are serving their customers and to provide them with feedback about where they might improve. There’s even room at the end of the questionnaire to add your own comments about what you like most and what you’d like to see change at your power company”.

About CTMA New Zealand Ltd.
CTMA is a service quality improvement firm that provides a range of consulting and customer experience measurement services to help organisations improve their service to customers. Its consulting and research helps organisations identify sources of customer dissatisfaction, prioritise remedial actions and improve the customer experience. In addition to its client-specific services, CTMA also conducts benchmarking and best-practice studies to help public and private sector organisations improve customer experiences.

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