Compare natural gas suppliers in New Zealand at Canstar Blue. Energy Online, Contact Energy, Genesis Energy, Mercury Energy, Nova Energy and Trustpower were compared on Overall Satisfaction, Bill and Cost Clarity, Customer Service, Focus on Environment and Sustainability, Tools and Advice, and Value for Money.
See our Ratings Methodology.
Energy Online rated number one for customer satisfaction
When it comes to natural gas, we’re a country of two halves. North Island residents are the haves, and the South Island residents are the have-nots.
The history of piped natural gas in New Zealand is a relatively short one. It didn’t begin until the late 1960s, when the first transmission lines were built from the Kapuni gas fields in the Taranaki Basin.
Today, there are over 2500kms of high-pressure supply pipelines in the North Island, supplying gas to more than 60,000 customers.
Unlike electricity, not all homes have ready access to gas as a power source, but for those customers who do, a reliable and affordable supply is paramount.
So as part of our mission to inform consumers of the best NZ has to offer, Canstar Blue canvassed the opinions of 697 New Zealanders who have accounts for supplies of natural gas in their homes, across a range of categories, to measure and track their satisfaction.
To decide which mains gas supplier offers the best level of customer satisfaction, each was rated across the following categories:
Coming out on top is Energy Online. In this year’s awards, it’s the only natural gas supplier to earn our top 5-Star award for Overall Satisfaction. It’s an accolade due to across-the-board high marks: a further three 5-Star rankings, including in the all-important Value for Money section, and two 4-Star scores.
Also rating highly in our research are Nova, Genesis Energy and Trustpower, each earning a 4-Star score for Overall Satisfaction.
Unlike some other products and services rated on Canstar’s websites, there aren’t that many bells and whistles attached to a natural gas supplier. Ultimately satisfaction levels are driven by the basics of Value for Money and Customer service, and a clear and concise bill.
Across this year’s research, environmental concerns register with less than a fifth of respondents: 17% worry about the environmental impact of gas usage, and just 16% cite their gas provider’s focus on the environment and sustainability as important to them. Overall, the main drivers of satisfaction:
| Drivers of satisfaction | % |
| Value for Money | 28% |
| Bill & Cost Clarity | 21% |
| Customer Service | 21% |
| Focus on Environment & Sustainability | 16% |
| Tools and Advice | 14% |
Do you use gas in your home, and are you happy with your supplier? Just 38% of those in our survey say they are satisfied with the cost of the gas from their current supplier and fewer, just 32%, say they’re receiving overall good value for money.
Surprisingly, however, despite these low numbers, just 10% had done something about it and switched gas supplier.
So what are you waiting for? If you’re after a better deal on your gas, let our latest ratings be your guide. Backed by no contracts or break fees, clear pricing and Canstar Blue’s 5-Star satisfaction rating, a gas supply from Energy Online is sure to fuel your satisfaction.
I understand the information provided in my gas bill: 52%
I understand the benefits of gas as a fuel in my home: 44%
I’m satisfied I get a good deal on gas: 38%
I know how to turn off my gas at the mains: 37%
My gas supplier gives me good value for money: 32%
I use gas because it is cheaper: 29%
I worry the Climate Change Commission’s proposal to phase out gas usage could be financially detrimental to me: 29%
I have compared natural gas suppliers online: 24%
I understand how to check the safety of my gas appliances: 21%
My gas supplier gives me the tools and advice I need to help use my gas efficiently: 21%
I support the Climate Change Commission’s proposal to phase out gas usage: 19%
I believe the Climate Change Commission’s proposal to phase out gas will help NZ meet its climate change targets: 17%
I worry about the environmental impact of gas usage: 17%
I’m working towards a fully sustainable energy supply for my house: 13%
I’ve switched gas providers in the last 12 months: 10%
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 an active mains gas account. In this case, 697 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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