Telcos Welcome Commission Report

The Telecommunications Forum welcomes the latest Commerce Commission report into customer satisfaction which highlights just how far the sector has come, says Forum CEO, Paul Brislen.

The Telecommunications Consumer Satisfaction Monitoring Report July to December 2025 is the latest in a series of consumer insight reports published by the Commerce Commission, which highlights customer views of the telecommunications sector, the products and services on offer.

Customer satisfaction in mobile services is up from 74% in the same half in 2024 to 77% in 2025. In broadband, customer satisfaction rose from 68% to 71% year on year.

In the same time frame the number of customers described as “experiencing an issue” declined from 35% for mobile in 2024 to 32% this year, and in broadband from 49% to $8%.

“It’s good to see the hard work from each of the providers starting to pay off and customers are experiencing a better service as a result,” says Brislen.

“Being able to say nearly three quarters of customers are satisfied with their service is a tremendous turnaround from a sector that was regularly described as being the ‘most complained about’ only a few years ago.”

The trends in mobile are all pointing up, including reliability, coverage, speed, customer service and value for money, each significantly higher in this time period over the previous year. The number of customers who say they are “satisfied there is nothing else [mobile operators] could do” is up to 21%.

Likewise in broadband, reliability, speed, customer service and pricing are all up over the previous survey.

“Both mobile and broadband customers are incredibly loyal with 40% of broadband customers and nearly 60% of mobile customers staying with their provider for more than five years. Nearly half of customers surveyed said being ‘satisfied with the service’ was the reason for staying,” says Brislen.

The Commission also says average call wait times, speed of resolution and staff helpfulness metrics have also improved.

“Things will go wrong but we expect our staff to being able to quickly and cheerfully fix any issues so customers can carry on with the things that are important to them.”

Find more from the Commerce Commission on telecommunications here: https://www.comcom.govt.nz/regulated-industries/telecommunications/

About the TCF

The New Zealand Telecommunications Forum (TCF) was established in 2002 and plays a vital role in the telecommunications industry by collaboratively developing key industry standards and codes of practice that underpin New Zealand’s digital economy.

TCF members include: 2degrees, AWACS, Chorus, Connexa, Devoli, Enable Networks, FortySouth, Kordia, Lightwire, Mercury, Northpower Fibre, NOW, One NZ, Spark, Symbio Networks, Tuatahi First Fibre, Vector Fibre.

For more information, visit www.tcf.org.nz

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