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Topic # 191398 3-Feb-2016 10:40
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Just received:

 

 

Telco call centres under fire, Consumer NZ survey finds

 

In an industry that’s all about telecommunications, Consumer NZ members find it hard to get the big players to answer the phone.

 

“Our latest survey of customer satisfaction showed 65 percent of people experienced lengthy waits to speak to customer service representatives. Just 33 percent thought their provider was very easy to contact,” Consumer NZ CEO Sue Chetwin said.

 

More than 8600 Consumer members participated in the survey, rating their internet and mobile service providers. Respondents who felt their telcos were easy to contact were more likely to be satisfied customers. The two biggest players Vodafone and Spark trailed the field.

 

Top performers for mobile service were Spark offshoot Skinny Mobile and 2degrees. Eighty-four percent of Skinny Mobile customers were very satisfied. It rated above average on all key performance measures including value for money (86 percent). 2degrees customers were also more likely than average to be satisfied with their mobile service – 69 percent were very satisfied and 63 percent were very satisfied with their value for money. Average satisfaction with value for money was 40 percent.

 

Overall, prepay mobile customers were more likely to be very satisfied with their value for money (48 percent) than those on fixed-term post-pay plans (29 percent).

 

2degrees is a Consumer Trusted business and Skinny Mobile is going through the process. Consumer Trusted businesses achieve accreditation through a rigorous process set by Consumer NZ based on good customer service.

 

Of the 12 internet providers surveyed Spark and Vodafone rated lower than average on key performance measures including value for money and ease of contacting.

 

Small Manawatu-based company Inspire Net (also a Consumer Trusted business) topped the ratings with 98 percent satisfaction from its customers. Actrix and Now New Zealand were also highly rated.

 

Most respondents had been with their telco for at least two years; about 60 percent had been with the same provider for five years or more. But this may reflect the difficulty of comparing plans rather than customer loyalty, Ms Chetwin said. Fifty-three percent of internet customers thought it was difficult to compare providers. Just 14 percent thought it was very easy. Thirty-seven percent also considered it was difficult to switch. In the mobile market, 50 percent of respondents thought it was difficult to compare providers and 23 percent thought it was difficult to switch.

 

Thirty-seven percent said they were very likely to move to an ultra-fast broadband plan – 17 percent had already made the switch. For 57 percent of them, the switch had been smooth. For the others, the biggest complaint was time frames for installation not being met. One member said: “We’ve been given five connection dates but not once has anyone turned up to actually do the install nor have we been contacted about why.”

 





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BigPipe

  Reply # 1484230 3-Feb-2016 11:03
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Bigpipe - the only ISP in NZ where we 100% Guarantee you will never have to wait on hold cooltongue-out





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  Reply # 1485102 4-Feb-2016 11:37
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> More than 8600 Consumer members participated in the survey,

 

It'd be interesting to see the number of participants to which ISP's they use (ie would you get this result if you have say only 400 respondents from each ISP?). No ISP is going to be perfect, but my experiences with Spark support over the past 5 years have been great compared with two other providers.


 
 
 
 


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  Reply # 1485129 4-Feb-2016 12:07
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IMO if I am having to ring a place to do something, then their systems have already failed.





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  Reply # 1485261 4-Feb-2016 15:32
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BigPipeNZ:

 

Bigpipe - the only ISP in NZ where we 100% Guarantee you will never have to wait on hold cooltongue-out

 



Indeed your correct there because you have no helpdesk only online support.
And what is your Average wait time for a Email/Support ticket to be answered? And what % of the broadband market share does big pipe have?

 

Cheers,





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  Reply # 1485265 4-Feb-2016 15:37
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Nebbie:

 

BigPipeNZ:

 

Bigpipe - the only ISP in NZ where we 100% Guarantee you will never have to wait on hold cooltongue-out

 



Indeed your correct there because you have no helpdesk only online support.
And what is your Average wait time for a Email/Support ticket to be answered? And what % of the broadband market share does big pipe have?

 

Cheers,

 

 

 

 

Current average response time

 

Connection issues: 52 minutes

 

Account queries: 14 hours 8 minutes

 

See: https://www.bigpipe.co.nz/contact-us

 

 


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  Reply # 1485276 4-Feb-2016 15:47
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It's also interesting that the different providers have different products.  If you're only selling predominantly prepay mobile plans then you are likely to get less issues (generalisation) than if you're selling a product combination of fixed line/broadband/mobile prepay/mobile postpay/Sky Tv so I don't think they're exactly comparing a level playing field


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BigPipe

  Reply # 1485322 4-Feb-2016 16:24
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Nebbie:

 

BigPipeNZ:

 

Bigpipe - the only ISP in NZ where we 100% Guarantee you will never have to wait on hold cooltongue-out

 



Indeed your correct there because you have no helpdesk only online support.

 

 

...hence the sunglasses and tongue poking emoji.  (small clarification: we do have a helpdesk, you just cannot phone them up)

 


And what is your Average wait time for a Email/Support ticket to be answered? And what % of the broadband market share does big pipe have?

 

Cheers,

 

 

as per previous poster - we make this number available on our site. AFAIK Spark is the only other ISP to publish wait times.

 

Currently 52 mins (this average actually includes the time when our helpdesk is closed - so the typical response time when sending us a message during open hours (8am to 10pm) is more like 15-20 mins.

 

Note that this time includes the time for us to investigate, figure out the issue, fix it if possible, then respond.It's not directly comparable to hold times as they don't include 'work time' which can often go 30 mins or longer.

 

Worth also noting that, unlike waiting on hold when you call up another ISP, this is time you can spend doing other stuff -do some gardening, nip out to the shop, go to work, play with the kids etc (and you can pick up our response whenever you want) so you never waste any of your own time listening to tinny Crowded House songs waiting for your ISP to be 'ready' to talk to you. 

 

Market share is irrelevant.

 

 

 

 





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  Reply # 1485894 5-Feb-2016 13:41
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I am with Spark for my mobile and we have Vodafone for our home broadband. In my experience, both call centres are pretty useless but for different reasons. Spark's people tend to (and believe me I have had things go extremely wrong with Spark and have spoken with about 15 different people there) be completely clueless and unable to understand the most basic of issues (e.g. that you can get the "red dot" notifications for voicemails on the IPhone). Most importantly, all in my experience were unwilling to take down notes or brief their own colleagues so as you're bounced around, one has to repeat himself over and over. They will honour promises to call you back, unlike Vodafone. But everything takes gazillion conversations before it eventually gets done.

 

VF's staff members, generally speaking, are far more professional and seemingly able/willing to understand the issues. However, and I have even more experience with VF than Spark - things are also rarely done right the first time. Promises to revert/call back almost never happen. You shame them on social media or somewhere then things are pretty quickly fixed.

 

I'll give Spark some serious credit for (1) apologising in writing for one of my horrendous experiences and on both occasions where I have had horrible customer experiences with them, came up with substantial monetary/account credit concessions to address my wasted time. Both things are rarely offered by Vodafone.

 

All up I am actually very happy with the connections I get from both of them. But the thought of having to interacting with their customer "service" people fills me with dread.

 

 

 

 

 

 


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  Reply # 1485903 5-Feb-2016 13:44
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I am amazed that online support isn't used more. I hate calling call centres, because I find it so inefficient, and my time is too valuable to waste up to an hour. A simple 5 minute email is far easier. But some ISPs never reply to emails.


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  Reply # 1486401 6-Feb-2016 11:19
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mattwnz:

 

I am amazed that online support isn't used more. I hate calling call centres, because I find it so inefficient, and my time is too valuable to waste up to an hour. A simple 5 minute email is far easier. But some ISPs never reply to emails.

 

 

 

 

I use the Online chat thingies with Spark, Its pretty good have waited no longer than 20 seconds to speak to someone. I would like to see more ISP's doing this sort of thing and allowing their staff working from home for extra $$.





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  Reply # 1486878 7-Feb-2016 12:20
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There is also a certain element of our culture that drives us to hate the big telco's no matter how high quality their service provision is.


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