2degrees of customer satisfaction for New Zealand mobile phone carriers

Customers of new player 2degrees are the most satisfied with their mobile phone carrier, according to our inaugural Canstar Blue mobile phone survey.

But younger users shouldn’t be worried about their phone companies; they should be wary of jealous partners.

Nearly one in five respondents have secretly looked through their partner’s phone. Baby Boomers were much more respectful of their partner’s privacy, with only 5% admitting to snooping; while a shocking 35% of Generation Y made the same admission.

When it comes to mobile phone carriers, 2degrees reigns supreme, according to our survey. 2degrees’ customers were the most satisfied with every aspect of their phone company including price, service, reliability of service, accessibility of the plan provider, plan availability, and billing.

2degrees also received five stars for overall satisfaction, earning the phone provider the Canstar Blue Most Satisfied Customers award for mobile phone carriers.

Our survey also showed that New Zealanders were well aware of the possible health risks that mobile phones pose. A total of 15% go out of their way to use a hands free kit or the loudspeaker function to distance their phone from their ear. Additionally, just over one in ten male customers would avoid carrying their mobile phones on their person due to the alleged health risks.

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 carriers within the survey group. To qualify, the customer has to have an active mobile phone plan in their name and pay those bills.

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 dominated the competition in the category of overall satisfaction with a five star rating. TelstraClear, Telecom and Vodafone NZ each received three stars for overall customer satisfaction.

Price

TelstraClear received four stars for pricing, but it was 2degrees’ customers who were most satisfied. Telecom and Vodafone NZ each received three stars for price.

Service

2degrees won again in the service category, having the most satisfied customers. Telstra Clear, Telecom and Vodafone New Zealand all received three stars.

Reliability of service

Reliability of service is a fundamental requirement of mobile phone use. 2degrees received five stars for reliability, and TelstraClear just missed out with four. Telecom and Vodafone NZ followed with three stars each.

Accessibility of plan provider

There’s nothing worse than finally deciding on a mobile phone plan after a great deal of research, only to find you don’t qualify because of where you live. 2degrees’ customers were the most satisfied for accessibility of plan provider, receiving five stars. Telecom and Vodafone NZ both received four stars in this category, and Telstra Clear received three stars.

Plan availability

2degrees excelled again, this time receiving five stars for plan availability. TelstraClear and Telecom both received four stars for plan availability, and Vodafone NZ received three stars.

Billing

2degrees once again received five stars when it came to paying the monthly phone tab, and understanding their bill. TelstraClear was next with four stars, and Telecom and Vodafone NZ received three stars each.