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Congratulations to Nova Energy for achieving our Most Satisfied Customers Award – Natural Gas Suppliers – 2014.
More than one in two New Zealanders think they can get a better deal on their gas bill, according to our latest results. However, these survey respondents admit they’ve yet to compare costs between different providers – let alone made the final decision to switch.
A separate 48% of respondents had gone to the effort of comparing providers, and nearly three quarters of all gas customers would switch from their existing utilities provider if it meant they would save money on their power bill.
Roughly three in five cut costs by bundling gas and electricity together under a single provider, while one in five didn’t even know this option was available. This might mean that some New Zealanders could be saving money on their quarterly bills, if only they reviewed their options.
In conjunction with these findings, we have compared several prominent gas and power companies in an effort to help everyday New Zealanders find a suitable provider.
Each of these brands received top marks in at least one rated area. However, power company Nova Energy stole the spotlight in the end – excelling with five star ratings in nearly all our criteria.
Congratulations to Nova Energy for achieving our Most Satisfied Customers Award – Natural Gas Suppliers – 2014. This is the first year we’ve presented this award, and the first time Nova Energy has secured one of our awards.
We also rated Contact Energy, Mercury Energy and Genesis Energy in these results.
Overall customer satisfaction
Looking for a well-rounded gas provider? Nova Energy received five stars for overall customer satisfaction in this category. Contact Energy and Mercury Energy both received four, and Genesis Energy tallied three.
Value for money
Customers of Nova Energy were most satisfied with the value for money of their gas supplier. Therefore, they received a five star rating in this area. Following was Mercury Energy with four stars, then Genesis Energy and Contact Energy with three.
Uninterrupted supply
Nova Energy stood out for customer satisfaction for its uninterrupted supply of gas to homes, and received a five star rating. Contact Energy, Mercury Energy and Genesis Energy all followed with four stars in this area.
Availability of payment plan options
Are you looking for a flexible utilities price for your energy needs? Lucky for you, all four rated brands – Mecury Energy, Contact Energy, Genesis Energy and Nova Energy – received five stars for their availability of payment plan options.
Environmental sustainability
Many of us care about our carbon footprint, and it’s important our utilities providers remain mindful of this. Nova Energy achieved five stars for environmental sustainability, and was followed by Genesis Energy with four. Contact Energy and Mercury Energy each received three stars for sustainability.
Billing (i.e. clarity, accuracy)
Better billing means less confusion, less stress, and happier customers. Mercury Energy received five stars for billing. Nova Energy followed with four, and Genesis Energy and Contact Energy both finished with three.
Customer service (e.g. email, telephone)
Nova Energy secured five stars for how well its customers were treated. Mercury Energy followed with four stars, and Contact Energy and Genesis Energy both closed with three.
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 have an active gas account and regularly pay the bills – in this case, 557 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.
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