Compare Bundled Utilities in New Zealand at Canstar Blue. Pulse Energy, Contact, Genesis, Mercury, Nova, Slingshot and Trust Power were compared on Overall Satisfaction, Bill & Cost Clarity, Customer Service, Focus on Environmental Sustainability, Tools and Advice and Value for Money.
Power and broadband internet – they are the lifeblood of the modern home. In the past, it was just power that we couldn’t live without. But, more recently, broadband internet has joined gas and electricity to be defined as an essential utility.
As a broadband internet service require power to work, it’s a natural fit that many energy providers offer a range of bundled deals. By combining electricity and/or gas with broadband, you can often earn substantial discounts while streamlining your bill payment process.
But given how complicated it is trying to figure out which individual power and internet deals offer the best value – let alone when they’re bundled together with added incentives – where does the average Kiwi consumer start when comparing different plans and providers?
The answer is Canstar Blue! As part of our mission to inform consumers of the best NZ has to offer, we’ve canvassed the opinions of 751 New Zealanders who pay for a bundled utilities account (i.e. at least two of electricity, gas or broadband managed under a single account), across a range of categories, to measure and track their satisfaction.
To decide which bundled utility provider offers the best level of customer satisfaction, each was rated across the following categories:
Coming out on top is Pulse Energy. The community owned company, which offers electricity, solar, gas and broadband plans, is the standout performer in our inaugural award for Most Satisfied Customers | Bundled Utilities.
The only provider in our ratings to earn our top 5 Star rating for Overall Satisfaction, it cemented its dominance with a clean sweep of 5 Star ratings in all other categories.
While the majority of our other retailers earned a 4 Star rating for Overall Satisfaction, only one managed to earn a 5 Star award in any category: Genesis, for Tools and Advice.
Over and over again in Canstar Blue’s research, two factors stand out when it comes what makes consumers happy: the age-old factors of price and customer service.
While nobody can argue with a great deal on price, the joy of making a cash saving can be short-lived if the true cost is a reduction in customer service: think fruitless internet searches and an infinity left holding on the phone.
Pulse Electric’s friendly and dedicated customer service team earned them the only 5 Star rating for Customer Service in our ratings. Plus, they earned the only 5 Star rating for Value for Money. So it’s no wonder that they delivered 5 Stars for Overall Satisfaction, too.
Overall, the main drivers of customer satisfaction in our survey are:
|Drivers of satisfaction||%|
|Value for Money||37%|
|Bill & Cost Clarity||15%|
|Tools & Advice||13%|
As we mention above, saving money is a main driver of satisfaction for consumers. And 40% of those in our survey say that their bundled plan saves them cash.
However, an even greater number, 55%, confirm that bundling their utilities with one provider makes it easier to keep track of their bills. This is especially pertinent since 38% regularly manage their utility usage through apps and online 38%.
Together, bundling your utilities and keeping track of your usage both online and through apps is the perfect way to take back control of your power and broadband bills.
If you want to streamline your utilities with a bundle, and potentially save big on both time and money, look no further than the winner of Canstar Blue’s inaugural award for Most Satisfied Customers | Bundled Utilities: Pulse Energy.
I like my bundled utilities plan: 55%
I have additional insulation in my home: 26%
I worry about how much my utilities bills will be: 37%
I take measures to lower my bill: 62%
I have taken extra steps to make my home warmer: 33%
I regularly keep track of my utility usage through apps and online: 38%
I place value on rewards from my utility provider: 27%
|Bundled Utilities types||%|
|Electricity & broadband||38%|
|Electricity & gas||34%|
|Electricity, gas & broadband||14%|
It’s easy to keep track of bills: 55%
I think it saves me money: 40%
Turn off appliances, I don’t leave them on standby 47%
Put on extra layers of clothes 38%
Don’t use heating as much as I would like 34%
Canstar Blue surveyed 2615 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 pay for a bundled utilities account (i.e. at least two of electricity, gas or broadband managed under a single account). In this case, 751 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.
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