ADSL Broadband – 2014 Ratings

Posted by Canstar Blue February 4th 2014

You are viewing the archived 2014 ratings for ADSL Broadband Providers. Go to the current broadband ISP ratings.

Face to Facebook socialising: 1 in 4 are more social online than in person

2014 Award for Broadband NZIs it possible to be a ‘social animal’ without the human interaction? One in four survey respondents do it all the time, admitting in our latest results that they spend more time socialising online than they do in person.

An even greater number of those surveyed (27%) feel guilty about how long they spend online, but this apparently doesn’t affect the amount of time they spend ‘plugged in’.

Generation X and Y respondents are especially likely to use social media to stay connected to friends and family (33% and 47% respectively). In contrast, only 13% of Baby Boomers did a majority of their socialising on the internet.

The development of the Ultra Fast Broadband network was a direct response to a growing need for faster, more accessible internet. As of August 2013, 20% of New Zealand’s UFB network project has been completed, according to the Chair of Crown Fibre Holdings (CFH) Simon Allen. A significant portion of New Zealanders are clearly ready for these speeds, with 57% downloading and uploading more data than they were one year ago.

Additionally, close to four in five respondents told us they think the UFB project is a good investment.

Slingshot snatch our broadband customer satisfaction award for 2014

Fibre cabling may not be laid to a majority of homes for at least another five years1, but that’s no excuse why New Zealanders everywhere shouldn’t seek out the best internet package available right now.

We’ve compared a variety of ADSL broadband providers with our customer satisfaction ratings, and Slingshot has achieved our Most Satisfied Customers Award – ADSL Broadband Providers for 2014. They secured this award amidst strong competition from Orcon, Telecom and Vodafone2.

Looking at these brands:

  • Not only did Slingshot secure the top prize in this year’s awards, it also achieved five stars in all rated criteria.
  • Orcon received five stars for the speed of its service, its billing and download quota.
  • Vodafone achieved five stars for speed and reliability of service, while Telecom tallied five stars for technical support and reliability of service.

Canstar Blue commissions Colmar Brunton using the SSI Panel to survey 2,500 New Zealand consumers to measure and track customer satisfaction on a range of different consumer goods and services. The outcomes reported are the results from respondents within the survey group who currently have a broadband account in my name and I pay the bills3 – in this case, 1,095 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

Stay connected with our five star recipient for overall customer satisfaction: Slingshot. Orcon followed with four stars, and Telecom and Vodafone both received three.

Value for money

A good value broadband package means something different to various people. You may desire blistering fast speeds for streaming movies, while your friends may be content with a cheaper bill and less data allowance. Slingshot received five stars for the value for money of its available internet packages. Orcon received four, and Telecom and Vodafone both finished with three.

Technical support (i.e. after sale service)

Connection quirks, billing enquiries, questions about different plans – no matter your enquiry, good customer service from your ISP can help you reach a satisfying resolution. Customers of both Slingshot and Telecom were most satisfied with the technical support they received from their providers. Each brand received five stars, and was followed by Orcon and Vodafone with four apiece.

Speed of service

Many New Zealanders have increased the amount of data they download and upload, and will therefore need faster speeds to accommodate this. Thankfully, Vodafone, Orcon and Slingshot all received five stars for the speed of their service – leaving Kiwis with plenty of options. Telecom finished with four stars for service speed.

Reliability of service

There are peak periods of internet activity across the country, and many ISPs handle the extra bandwidth usage with ease. Slingshot, Telecom and Vodafone all received five star ratings for the reliability of their service; Orcon was close behind with four stars.

Billing

How satisfied were customers with the billing services of their ISP? Both Slingshot and Orcon received five stars for billing. Telecom and Vodafone both followed with four stars apiece in this area.

Download quota

Slingshot and Orcon received another five stars each – this time for how much data their customers could download each month. Telecom and Vodafone both received four stars each for download quotas.

1 The UFB project is scheduled to have reached 75% of the population by 2019 – Source, CFH, 2013.
2 Vodafone New Zealand includes TelstraClear.
3 This does not include the data allowance included in mobile phone plans.

Past Ratings
ADSL Broadband (2013)
ADSL Broadband (2011)