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Sparks likely to fly over Kiwi satisfaction results

Media release: 15 August, 2018

For immediate release

Sparks likely to fly over Kiwi satisfaction results

Telecommunications and energy company Trustpower is outperforming its bigger rivals, including winning top Home Broadband Service Provider in the country.

Their success in the annual Roy Morgan Customer Satisfaction Survey is on top of being voted top Home Phone Provider for the past four consecutive years.

Trustpower customers are not alone in recognising the company’s standout services: Global giant Netflix have rated Trustpower number one for New Zealand in their ISP (Internet Service Provider) monthly speed index, a measure of prime time Netflix performance, consistently for the last seven months.

Craig Neustroski, General Manager Markets, says the results reflect the significant investment in internet and phone services the company has made since 2007, and its growth figures demonstrated strong public demand for a bundled energy and telecommunications offering.

More than 100,000 customers now take two or more products from Trustpower and last year it recorded 12.5% growth in internet connections.

“Customer’s needs are changing rapidly and people are looking for a better broadband experience” Neustroski says. “Some people probably don’t realise that we’re a telco as well as an energy company but we are now a serious player in the telecommunications sector.”

With a focus on delivering better outcomes for customers, Trustpower is leading the market in terms of its use of digital technology, such as predictive AI and machine learning. “We started in 2017 with nine automated processes, and we will have reached 20 by the end of this year,” said Neustroski. “We now have over 400 topics that can be accessed through our chatbot, webchat or the Trustpower app, with our New Zealand-based phone agents taking calls from those who prefer to speak directly to a person. We are proud to have a smart, dedicated team and to be championing innovation, and it’s great to see our efforts reflected in such an important end result – customer satisfaction.”

Neustroski says Trustpower’s bundled services strategy is providing it with significant growth opportunities: “We’re focused on providing value to our customers’, we are not a price-led competitor – and we are investing to provide a great service which is a long term sustainable position.”

Trustpower is forecasting FY19 EBITDAF of $205m-$225m.


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