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Customer satisfaction winners take a bow

By Heather Wright, Fri 24 Apr 2015
FYI, this story is more than a year old

2degrees has claimed the title of New Zealand’s mobile phone service provider of the year in the annual Roy Morgan Customer Satisfaction Awards.

The awards recognise Kiwi brands across 23 sectors for having outstanding levels of customer satisfaction, as rated by more than 10,000 Kiwi consumers.

This year’s award means the telco, which last month bought internet service provider Snap, has claimed the award for four consecutive years – or as long as the awards have been running.

Vodafone was named home internet service provider of the year, with Trustpower named home phone service provider of the year.

Meanwhile Apple took out the award for mobile phone handset provider of the year, also for the fourth consecutive year.

While there’s no category for IT retailers, Noel Leeming claimed the award for furniture/electrical store of the year, its first win in the awards.

Mark Clearly, 2degrees chief customer officer, says the company is delighted to again be recognised amongst the top performing brands in New Zealand.

“Our customers are at the very heart of everything we do and it’s a huge honour to be recognised, yet again, for the great service we have built our brand on,” he says.

“We have always focused on ensuring our customers get the best possible experience – from their interactions with our care team, retail team and online channels, through to our continued investment in our 3G and 4G networks.”

The award follows earlier accolades, with Consumer Magazine naming 2degrees New Zealand’s best mobile provider for the third year in a row, and the company also named winner of Canstar Blue’s Best Mobile Plans category.

Michele Levine, Roy Morgan Research chief executive, says businesses that use intelligent research to identify and understand their customers will always have an edge when it comes to delivering satisfaction.

“Happy customers will then be your champions, your advocates and your spokespeople.

“Therefore customer satisfaction should absolutely be viewed as a powerful marketing tool, as important as any billboard, TV spot or direct mail campaign.”

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