Electricity Providers – 2013 Ratings
You are viewing the archived 2013 ratings for electricity providers. Go to the current electricity provider ratings.
Lightning strikes twice: Powershop achieve second customer satisfaction award
Whether you’re after better value, superior service, or more information on efficient energy usage; one brand in our recent survey of electricity customers was on top in all areas.
Powershop has earned our 2013 Most Satisfied Customers Award – Electricity Providers – the second time they’ve achieved this honour. In conjunction with this top-level award-win, they’ve also received five stars in all of the survey criteria.
New Zealand power companies Energy Online, TrustPower, Contact Energy, Genesis, Mercury Energy, Meridian Energy and Nova Energy were also rated in this survey.
Cutting power costs on the agenda for three in four New Zealanders
This comparison of power companies comes at a good time for New Zealand consumers, many of whom declared in our survey how conscious they were of electricity prices. For example, three quarters have changed their behaviour to limit their electricity usage and more than half used an online tool to compare plans and providers.
More than a third of respondents were really suffering because of rising electricity prices, telling us they could not afford to heat their home in winter. Alarmingly, this number climbed to 45% when Generation Y respondents were asked the same question.
Respondents were also mindful of how electricity was being regulated by the government, with 70% agreeing they’re worried the partial sale of state-owned power companies will increase the price of electricity. A similar number would also vote for a political party that pledged to address the rising cost of electricity (72%).
Despite being one of the cheaper renewable energy alternatives, more than two thirds do not support the introduction of nuclear power in New Zealand but think it’s ‘fine in other parts of the world.’
Canstar Blue commissioned Research Now to survey 2,500 New Zealand consumers to measure and track customer satisfaction. The outcomes reported are the results from customers within the survey group who currently have an electricity account and pay the bills – in this case, 2,060 people. 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 customer satisfaction
Powershop earned our coveted five star rating for overall customer satisfaction for electricity providers. Following were four star recipients Energy Online and TrustPower; then Contact Energy, Genesis, Mercury Energy, Meridian Energy and Nova Energy with three stars.
Value for money
Electricity prices were a point of concern for many respondents, and value for money is always appreciated. Powershop customers were most satisfied with their power company in this regard, earning the brand a five star rating. Energy Online came next with a four star rating for value for money; TrustPower, Contact Energy, Genesis and Mercury Energy earned three, and both Meridian Energy and Nova Energy secured two.
Uninterrupted supply of electricity
Powershop received a five star rating for its uninterrupted supply of electricity to the homes of its customers. Following with four stars each were all our other rated brands: Energy Online, TrustPower, Contact Energy, Genesis, Mercury Energy, Meridian Energy and Nova Energy.
Availability of payment plans
If times get tough, it’s comforting to know you can sort out an arrangement with your electricity provider. Powershop customers were most satisfied with their power company’s availability of payment plans. Following the five star leader were Energy Online, TrustPower, Contact Energy, Genesis, Mercury Energy and Meridian Energy with four stars each. Nova Energy took out three stars for its payment plan options.
Information / advice about using electricity efficiently
Do you know how much money can be saved from turning off lights you’re not using, or turning your TV off at the outlet rather than putting it on standby? The advice is out there to help you save money, and Powershop led in this area with a five star rating. Energy Online, TrustPower, Contact Energy, Genesis, Mercury Energy and Meridian Energy followed with three stars each; Nova Energy finished with two.
Powershop led with a five star rating for its customer service over email and telephone. Energy Online, TrustPower, Contact Energy, Genesis and Mercury Energy came next with four stars each for customer service satisfaction, followed by Meridian Energy and Nova Energy with three.
Billing (e.g. billing accuracy, clarity)
Which power company as ahead of the pack for its billing? Powershop’s range of billing options put them in good stead for a five star rating in this area. Next were Energy Online, TrustPower, Contact Energy, Genesis and Mercury Energy with four stars each; both Meridian Energy and Nova Energy secured three.