Broadband

Best Internet Providers in New Zealand. Compare Broadband Providers in New Zealand at Canstar Blue. NOW, 2degrees, Bigpipe, Contact, MyRepublic, Nova Energy, Orcon, Slingshot, Spark, Stuff Fibre, Trustpower and Vodafone were compared on Overall Satisfaction, Bill Clarity, Clarity of Contract, Customer Service, Flexibility of Contract, Network Performance, Value for Money.

See our Ratings Methodology.

Canstar Blue Most Satisfied Customers Broadband 2021

Most Satisfied Customers | NOW

NOW rated number one for customer satisfaction.

 

Now Broadband

The Time for Great Broadband is NOW!

From the office to the lounge room, and all places in between, the internet is a digital driving force. It connects us remotely to the world of work and delivers limitless entertainment straight to our phones, devices and TVs.

And Canstar’s latest research highlights just how reliant Kiwis have become on broadband providers for their entertainment needs.

Our latest research shows 75% of us are watching TV online, and nearly half (47%) subscribe to streaming services, such as Netflix and NEON. In total, nearly one third (28%) are using the internet for all their TV viewing!

And it seems that even when it comes to personal relationships, we still can’t drag ourselves away from our screens. A quarter of Kiwis (24%) admit to spending more time socialising online than face-to-face!

But while we’re all increasingly living and working online, Canstar’s research shows that the majority of New Zealanders are not happy with their internet providers: 56% say that they don’t feel that they’re getting the best value for money.

So as part of our mission to inform consumers of the best NZ has to offer, Canstar Blue canvassed the opinions of 3448 New Zealanders who have a broadband internet account, across a range of categories, to measure and track their satisfaction. We wanted to know what makes a great broadband provider, and which of the many internet companies out there delivers a great product, customer service and value for money.

To decide which internet provider offers the best level of customer satisfaction, each was rated across the following categories:

  • Bill Clarity
  • Clarity of Contract
  • Customer Service
  • Flexibility of Contract
  • Network Performance
  • Value for Money

Coming out on top for the second consecutive year is NOW. Again way ahead of the competition, NOW secured back-to-back wins with another impressive performance.

For two years, it’s been the only broadband provider to earn our prestigious 5-Star rating for Overall Satisfaction. Across all measures of satisfaction, it has a total of five top ratings, plus two 4-Star ratings for Value for Money and Flexibility of Contract.

While five other providers can boast 4-Star Overall Satisfaction ratings, only one, Skinny, comes close to NOW’s ratings, thanks to four 5-Star ratings, including for Value for Money.

 

What Kiwis Want From their Broadband

Cost, Performance, Service – for customer satisfaction, they’re the holy trinity. And when it comes to broadband, they are especially relevant, as the always-on utility has become central to day-to-day life in Kiwi homes.

We need it to work and be reliable. And, if something goes wrong, we need expert help to get it fixed … and fast. These qualities are reflected in what those in our survey say is important to them. Overall, the main drivers of satisfaction:

Drivers of satisfaction %
Customer Service 21%
Network Performance 21%
Value for Money 20%
Bill Clarity 13%
Flexibility of Contract 13%
Clarity of Contract 11%

NOW: Delivering Award-Winning Service

To win Canstar Blue’s award for Most Satisfied Customers | Broadband is a big achievement. But to win it two years in a row is even bigger! It shows that in a market in which over half of consumers are unhappy with their broadband providers NOW is delivering great value for money and fantastic customer service.

And NOW is rightly proud of its customer support. As part of its competitively priced packages, NOW offers dedicated broadband support. Whatever your gremlins – from slow devices and computer viruses, to backing up files on-line and home security – NOW’s top tech team is there to help. They can even visit your home, if required.

So if you’re after a broadband provider that you can rely upon – one that constantly delivers award-winning value and customer satisfaction, year after year – look no further than the winner of Canstar Blue’s 2021 award for Most Satisfied Customers | Broadband – for the future of your broadband is NOW!

MORE INFORMATION

Key statistics

I subscribe to a paid video streaming service (e.g. Netflix, NEON, etc): 47%

My broadband plan is good value for money: 44%

I have no idea how much data I use each month: 41%

I worry about the security of my online personal data: 39%

I worry that children can access unsuitable content too easily on the internet: 30%

Somebody has tried to scam me online: 30%

I get all my entertainment online: 29%

I use my personal social media at work (e.g. Facebook, Twitter): 26%

I spend more time socialising online than I do in person: 24%

I would rather spend less on groceries than lose my broadband: 17%

I worry about the amount of time my children spend online: 16%

I do more out-of-hours work from home because I’m connected to the internet: 15%

I’ve used an online dating website: 15%

I worry about my children being online: 14%

Online streaming habits

I watch some online and some via terrestrial or satellite: 43%

I watch all of my television online: 28%

I do not watch any television online: 25%

Internet usage

Social media: 30%

TV: 26%

Work: 11%

Gaming: 7%

Shopping: 6%

Something else: 20%

Video streaming services used

Netflix: 60%

Neon: 17%

SKY GO: 13%

Amazon Prime: 12%

Spark Sport: 8%

Fan Pass: 1%

Other: 25%

 

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 a broadband internet account. In this case, 3448 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.

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