Compare some of the best mobile phone retailers using our ratings comparison of mobile phone retailer customer satisfaction
Landline phones threatened by the mobile phone generation
Nearly one third of Generation Y respondents to our recent survey admitted they no longer have a landline and instead use their mobile phone for all calls.
In stark comparison, only 14% of Generation X respondents – and a meagre 8% of Baby Boomers – had abandoned landline in favour of their mobile phone.
Interestingly, one in five respondents revealed they used their mobile phone to pay for things such as parking, while one third used their mobile at work to check social media. Once again, young Kiwis led the pack in getting the most out of their phones, with a substantial 61% of Gen Y’s opting to check Facebook and Twitter accounts at work.
Furthermore, nearly 30% of respondents owned more than one mobile phone, and more New Zealand men than women owned multiple mobiles (33% versus 23%).
As these devices have proven an essential resource for living life on the move, finding a decent mobile phone handset and plan is a top priority for many New Zealanders. Our results showed that customers of 2degrees were most satisfied with their choice of mobile phone retailer, earning the brand our award for 2012.
They were rated alongside Vodafone, Telecom and The Warehouse.
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2degrees, Vodafone and The Warehouse each delivered solid ratings across a number of criteria:
- 2degrees achieved five stars for overall customer satisfaction, value for money, service, range of mobile phone plans and the clarity of their advice.
- Vodafone earned five stars for their range of mobile phone handsets, and their phone accessories.
- The Warehouse received a five star rating for their value for money.
Canstar Blue commissions Colmar Brunton Australia to survey 2,500 New Zealand consumers across a range of categories every few months to measure and track customer satisfaction. The outcomes reported are the results from customers of mobile phone retailers within the survey group - in this case, 1,358 people. To qualify, the customer must have purchased a mobile phone handset and/or mobile phone plan from a New Zealand mobile phone retailer in the last 12 months. Brands must receive at least 30 responses to be included.
Results are comparative and it should be noted that brands that received three stars have still achieved a satisfaction measure of at least six out of 10.
Overall satisfaction
2degrees, recipient of our mobile phone carriers award last year, was our five star rated brand for overall customer satisfaction. Following 2degrees were Telecom and Vodafone with four stars each, then The Warehouse with three.
Value for money
A tie for mobile phone retailer value for money saw both 2degrees and The Warehouse earn five stars apiece, while Telecom and Vodafone both received four star ratings.
Service
2degrees received a five star rating for their customer service over the phone, online and in-store. Telecom and Vodafone each received four stars for this criterion, while The Warehouse received three.
Range of mobile phone handsets
With big brands like Apple and Samsung both offering attractive handsets, finding the right phone has never been easier for New Zealand customers. Vodafone received five stars for their range of mobile phones; followed by Telecom with four stars, and The Warehouse and 2degrees with three.
Range of mobile phone plans
There are mobile phone plans to cater to every kind of customer, from chatterbox teenagers to busy professionals. 2degrees customers were most satisfied with the range of mobile phone plans available to them, earning the brand five stars. Telecom and Vodafone each received four stars for this criterion, followed by The Warehouse with two.
Mobile phone accessories
Vodafone achieved a five star rating for their mobile phone accessories, followed closely by four star recipients 2degrees and Telecom. The Warehouse received three stars for this criterion.
Clarity of advice
Offering five star rated advice, 2degrees was out in front once again; ahead of four star recipients Telecom and Vodafone, and The Warehouse with two.
11 July 2012.
Mobile Phone Retailers
