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Topic # 191984 23-Feb-2016 11:03
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Just received:

 

 

Skinny Mobile won in the Mobile Service Provider category and Inspire Net in the ISP category.

 

The Consumer NZ People’s Choice endorsement was established in July last year. Winners are identified through detailed analysis of Consumer NZ member surveys. In this instance, 8600 members participated in our survey.

 

To achieve a People’s Choice award, a brand must stand out in terms of customer satisfaction.

 

Skinny mobile was a standout performer with an overall satisfaction score of 84%, well ahead of the next best rating. It also rated very well on each measure tested in the survey, especially value for money. Eighty-six percent of its customers strongly agreed it provides “value for money”, compared to the industry average of 40%.

 

Palmerston North-based Inspire Net scored above average in all the key measurements and received an overall satisfaction score of 98%. Inspire Net also achieved the highest score (99%) for customer support against an average of 50%.

 

Consumer NZ general manager ‒ business Derek Bonnar said achieving a People’s Choice endorsement was an outstanding effort that resonates with the market.

 

“Over 90% of Kiwis recognise the Consumer NZ brand. In addition, when asked to compare five organisations that provide independent ratings, 75 percent of respondents in a 2015 survey identified Consumer NZ as the organisation they trusted the most. We congratulate Skinny Mobile and Inspire Net on their achievements.”

 

Skinny Mobile general manager Ross Parker said everybody at Skinny is thrilled to win a People’s Choice award. “It’s great when we get positive feedback from our customers and we’ll certainly use the feedback to help us continue to improve our service,” he said.

 

“Being rated number one in customer satisfaction is amazing and something we’re really proud of. We’ve always worked hard to bring the best value mobile plans to Kiwis, but at the same time our customers have told us that having great customer service is just as important”.

 

Inspire Net managing director James Watts said it’s great to get recognition through the People’s Choice awards. “As a small player, it’s often a challenge to be heard among the big boys, this means we have to punch above our weight and provide exceptional customer experiences. Consumer NZ’s validation of this through the People’s Choice award is something we are extremely proud of,” he said.

 

“We have also held Consumer Trusted status for two years, which ensures we constantly remain focused on our customers and their needs.”

 

Winning brands can license use of Consumer NZ awards for marketing and promotions. All revenue raised from the endorsement programme goes back to the research and testing programme, the awards initiatives, and to working on behalf of consumers, Mr Bonnar said.

 





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  Reply # 1497733 23-Feb-2016 11:46
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What a remarkable coincidence that out of the 80 or so ISPs in NZ, the very same ISP who pays ConsumerNZ ~$20k per year for "trusted" status, also happens to be the ISP that wins 'people's choice'.

 

What are the odds!

 

https://www.consumer.org.nz/businesses

 

 

 

Frankly, with Spark, VF, and M2(Callplus) owning ~90%+ of the NZ consumer market for broadband, it's pretty incredible that inspire net even has enough customers who are also consumer members and respond to surveys that they can generate a statistically significant result.  Skinny isn't yet 'trusted'  but is "going through the process".  

 

Does anyone have the 'full' list of ISPs they compared, or details about the specific questions asked and number of respondents? 

 

(N.B. degrees is accredited as a mobile provider, not for broadband. The only "accredited" ISP is Inspire)

 

 

 

 

 

ETA:  Inspire has ~ 0.46% market share according to https://nztelco.com/2015/09/11/new-zealand-isp-market-q3-2015/ which means you would expect the consumer survey of it's 8600 responses to have around 40 Inspire customers  (8600 * 0.046% = ~40) - and that's assuming all the respondents have broadband. 

 

Is ~40 responses sufficient volume to generate a statistically significant result? 

 

 

 

 

 

 


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  Reply # 1497745 23-Feb-2016 12:11
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Consumer surveyed (paywalled) all the main provider from Spark (3417 responses) down to Now (72). Inspire had 113 responses.


 
 
 
 


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  Reply # 1497930 23-Feb-2016 16:17
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NonprayingMantis:

 

What a remarkable coincidence that out of the 80 or so ISPs in NZ, the very same ISP who pays ConsumerNZ ~$20k per year for "trusted" status, also happens to be the ISP that wins 'people's choice'.

 

What are the odds!

 

https://www.consumer.org.nz/businesses

 

 

 

 

 

Consumer NZ do extensive vetting for any company applying to be in their "trusted" business directory, so those that end up there could very well be much more likely to win a people's choice award. Correlation does not imply causation.

 

 

 

 


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  Reply # 1497933 23-Feb-2016 16:21
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it's easier to keep a few thousand customers happy than half a million like Spark has . I would be amazed if one of the big isp's won.


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  Reply # 1497984 23-Feb-2016 17:45
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Skinny winning the mobile category doesn't surprise me. I had a topup go through twice by accident, phoned them - call was answered straight away and then got off the phone 4min later to see the money was straight back on my card (despite the guy saying it'll take 2 business days). The other time I phoned then was to switch voicemail off and that call lasted a total of 1min 30sec including hold time and the IVR.

Inspire however - I've assisted customers to move away from them due to bad service except this is going back a few years ago. There is no right ISP for everyone but of all the providers I've had experience with BigPipe (another Spark sub-brand) is just simply awesome.

WXC are another provider in my book who offer somewhat good service. But these general awards are flawed in the sense Inspire are a niche ISP with a relatively small customer base versus the bigger providers who may well have a higher percentage of customers liking them, but the bad experiences drown out the good due to the sheer number of customers they do have (and customers who have a bad experience will make a tonne of noise about it). I am even guilty of that.






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