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Telco service below par: Consumer NZ

NZ Newswire logoNZ Newswire 1/02/2017

<span style="font-size:13px;">One in four customers had a billing dispute with their internet provider last year, showing telcos still struggle with basic customer service, Consumer NZ says.</span> © Juice/REX/Shutterstock One in four customers had a billing dispute with their internet provider last year, showing telcos still struggle with basic customer service, Consumer NZ says. One in four customers had a billing dispute with their internet provider last year, Consumer NZ's latest survey reveals.

This shows telcos still struggle with basic customer service, such as ensuring their bills are accurate, the lobby group for consumers said.

"To make matters worse, ironing out disputes can be incredibly frustrating," said Consumer NZ chief executive Sue Chetwin.

"Nearly two-thirds of consumers experienced lengthy delays to speak with a customer service rep."

The survey also found satisfaction among internet customers was lowest with New Zealand's two largest providers Spark and Vodafone.

Just 43 per cent of Spark customers and 41 per cent of Vodafone's said they were very satisfied with their retailer.

Flip was top of the list with 64 per cent of its customers saying they were very satisfied, followed by Slingshot (58 per cent) and Orcon (53 per cent).

Of the 1069 survey respondents rating their internet provider, 369 were Spark customers and 313 Vodafone customers compared to 31 Flip customers.

Among mobile providers Skinny Mobile, a division of Spark, had the most satisfied customers with 69 per cent reporting they were very satisfied.

Fifty three per cent of Spark customers were very satisfied compared to 50 per cent of Vodafone's customers.

The survey also found around one third of consumers switching to ultra-fast broadband last year encountered problems.

The biggest concern was companies failing to install the service at the planned time, while other customers complained their properties were damaged during the installation process.

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