Industry Research : Telco Call Centres Leaving Customers Waiting
Feel like you are on the phone for hours at a time waiting for your telco company to answer?
You're not alone - thousands of Kiwis are in the same boat.
The latest survey from consumer watchdog Consumer NZ showed 65 per cent of those surveyed experienced lengthy waits to speak to customer service staff.
Of the 12 internet providers surveyed, the two biggest companies Vodafone and Spark trailed the field.
Both rated lower than average on key performance measures, including value for money and ease of contacting.
Consumer NZ chief executive Sue Chetwin said some members were finding it hard to get the big companies to answer the phone.
"Just 33 percent thought their provider was very easy to contact."
Top performers for mobile service were Skinny Mobile and 2degrees.
Eighty-four per cent of Skinny Mobile customers were very satisfied. It rated above average on all key performance measures including value for money.
2degrees customers were also more likely than average to be satisfied with their mobile service – 69 per cent were very satisfied and 63 per cent were very satisfied with their value for money.
Average satisfaction with value for money was 40 per cent.
Overall, prepay mobile customers were more likely to be very satisfied with their value for money, than those on fixed-term post-pay plans.
For internet providers, small Manawatu-based company Inspire Net came out on top with 98 per cent satisfaction from its customers.
Actrix and Now New Zealand were also highly rated.
More than 8600 Consumer NZ members participated in the survey, rating their internet and mobile service providers.
Most had been with their telco for at least two years, with about 60 per cent having been with the same provider for at least five years.
But, that may reflect the difficulty of comparing plans rather than customer loyalty, Chetwin said
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CONTACT CENTER & CUSTOMER ENGAGEMENT
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Just over half of internet customers thought it was difficult to compare providers, while just 14 per cent thought it was easy.
More than a third also considered it was difficult to switch.
In the mobile market, 50 per cent of respondents thought it was difficult to compare providers and 23 per cent thought it was difficult to switch providers.
Thirty-seven per cent said they were very likely to move to an ultra-fast broadband plan, with 17 per cent already making the switch.
For 57 per cent of them, the switch had been smooth. For others, the biggest complaint was time frames for installation not being met.
Posted by Veronica Silva Cusi, news correspondent
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