Kiwi telcos 'shocking customer service'

Last updated 12:50 09/11/2012
Customer Service
ARE YOU BEING SERVED? A new customer service survey has found Kiwi telecommunications companies somewhat lacking.

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KiwiHost has accused the country's telcos of providing "shocking customer service".

A survey of 600 New Zealanders said banks, hotels and the automotive industry were leading the way in customer satisfaction but telcos, internet providers and local government came out poorly.

KiwiHost was established by the New Zealand Tourism Board in 1989 but is now a privately-owned commercial franchise that provides customer service training to clients.

Telecom, Vodafone and 2degrees at least had "positive" ratings, more respondents happy than not. 2degrees was the "clear favourite" with a positive rating of 38 out of a maximum possible 100.

But TelstraClear and Slingshot scored strongly negative ratings of -18 and -23, respectively, it said. The lowest possible rating, if all respondents were dissatisfied, would be -100.

TelstraClear spokesman Gary Bowering said its customer service "took a hit" earlier in the year because of an unexpected response to its "industry-leading" $75-a-month phone and broadband package.

"We apologised to customers at the time. Since then, our customer service has again improved," he said.

Air New Zealand rated best in the survey across all industries with a positive rating of 79.

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- The Dominion Post


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