Compare bottled gas suppliers in New Zealand at Canstar Blue. Rockgas, Contact Energy, Elgas, Genesis Energy and OnGas were compared on Overall Satisfaction, Bill and Cost Clarity, Customer Service, Focus on the Environment and Sustainability, Tools and Advice and Value for Money.
See our Ratings Methodology.
Rockgas rated number one for customer satisfaction
Depending on where you live in Aotearoa, you might not have access to mains gas. There’s no piped supply in the South Island at all, and even in the North Island it’s not on every street or in every home. But that doesn’t mean you have to miss out on having gas in your home.
Fortunately, a regular supply of bottled gas, or LPG, can deliver the same benefits of a piped supply. In the kitchen, gas is a highly versatile way of cooking food, and elsewhere in the home it’s a great, cost-effective way to heat rooms and hot water. But which gas supplier can you rely on to keep your home warm and your kitchen sizzling, while delivering great service and value for money?
As part of our mission to inform consumers of the best bottled gas suppliers in New Zealand, Canstar Blue canvassed the opinions of 391 New Zealanders who have bottled gas supplies delivered to their homes, across a range of categories, to measure and track their satisfaction.
To decide which bottled gas supplier offers the best level of customer satisfaction, each was rated across the following categories:
Coming out on top for the second consecutive year is Rockgas. Back-to-back wins is a terrific achievement, and it’s based on a great set of scores across all categories. In total, Rockgas has four top 5-Star scores, including for Value for Money, Customer Service and the all-important category Overall Satisfaction.
While OnGas, Elgas and Genesis Energy each earns a strong 4-Star award for Overall Satisfaction, Rockgas is the clear winner, standing well ahead of this year’s competition.
For any consumer, price point is always a factor. And for 31% of our respondents Value for Money is the greatest driver of satisfaction. Not too far behind, however, is Customer Service, which is a top concern for a quarter of those in this year’s survey. Despite there being a lot in the news about natural gas’s effect on climate change, the environment and sustainability remains a lesser concern for Kiwi bottled gas users, just 14% citing it as a major concern. Overall, the main drivers of satisfaction:
| Drivers of satisfaction | % |
| Value for Money | 31% |
| Customer Service | 25% |
| Bill and Cost Clarity | 19% |
| Focus on Environment and Sustainability | 14% |
| Tools and Advice | 10% |
As part of our research into bottled gas suppliers, Canstar Blue always drills deeper to understand the underlying consumer trends. And it’s clear that gas users, in general, still aren’t switched on to getting a better deal. In this year’s survey just 19% of people have searched on line for a better deal, and far fewer (7%) have actually swapped for a better supplier. This is despite over half of bottle gas users (59%) thinking they could get a better deal.
Whatever your power usage, be it gas, electricity, or both, you should never regard your choice of provider as a set-and-forget transaction. To get the best deal available, you should regularly revise market rates and suppliers.
And this is where Canstar Blue can help, by doing the comparison work for you. And this year, there’s no uncertainty to the best bottle gas supplier. Thanks to Rockgas’s back-to-back wins in our ratings, if you order your next supply of bottled gas from Rockgas, you can be assured of 5-Star satisfaction.
I understand the information provided in my gas bill: 58%
I know how to turn off my gas at the mains: 51%
I understand the benefits of gas as a fuel in my home: 46%
I am satisfied that I get a good deal on gas: 41%
My gas supplier gives me good value for money: 39%
I worry the adoption of the Climate Change Commission’s proposal to phase out gas usage could be financially detrimental to me: 35%
I understand how to check the safety of my gas appliances: 34%
I use gas because it is cheaper: 28%
I have compared natural gas suppliers online: 19%
My gas supplier gives me the tools and advice I need to help use my gas efficiently: 13%
I believe adopting the Climate Change Commission’s proposal to phase out gas usage will help NZ meet its climate change targets: 12%
I worry about the environmental impact of gas usage: 12%
I’m working towards a fully sustainable energy supply for my house: 10%
I support the Climate Change Commission’s proposal to phase out gas usage: 10%
I’ve switched gas providers in the last 12 months: 7%
Canstar Blue surveyed 5133 New Zealand consumers across a range of categories to measure and track customer satisfaction, via ISO 26362 accredited research panels managed by Qualtrics. The outcomes reported are the results from customers who have bottle gas delivered to their home. In this case, 396 New Zealanders. Brands must have received at least 30 responses to be included. Results are comparative and it should be noted that brands receiving three stars have still achieved a satisfaction measure of at least six out of 10. Not all brands available in the market have been compared in this survey. The ratings table is first sorted by star ratings and then by mean overall satisfaction. A rated brand may receive a ‘N/A’ (Not Applicable) rating if it does not receive the minimum number of responses for that criteria.
Brands must have received at least 30 responses to be included. Results are comparative and it should be noted that brands receiving three stars have still achieved a satisfaction measure of at least six out of 10. Not all brands available in the market have been compared in this survey. The ratings table is first sorted by star ratings and then by mean overall satisfaction. A rated brand may receive a ‘N/A’ (Not Applicable) rating if it does not receive the minimum number of responses for that criteria.
2020
2019
2018
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