Telcos welcome Commission report

The Telecommunications Forum welcomes the latest Commerce Commission report into customer
satisfaction which highlights just how far the sector has come, says Forum CEO, Paul Brislen.

The Telecommunications Consumer Satisfaction Monitoring Report July to December 2025 is the
latest in a series of consumer insight reports published by the Commerce Commission, which
highlights customer views of the telecommunications sector, the products and services on offer.

Customer satisfaction in mobile services is up from 74% in the same half in 2024 to 77% in 2025. In
broadband, customer satisfaction rose from 68% to 71% year on year.

In the same time frame the number of customers described as “experiencing an issue” declined from
35% for mobile in 2024 to 32% this year, and in broadband from 49% to $8%.

“It’s good to see the hard work from each of the providers starting to pay off and customers are
experiencing a better service as a result,” says Brislen.

“Being able to say nearly three quarters of customers are satisfied with their service is a tremendous
turnaround from a sector that was regularly described as being the ‘most complained about’ only a
few years ago.”

The trends in mobile are all pointing up, including reliability, coverage, speed, customer service and
value for money, each significantly higher in this time period over the previous year. The number of
customers who say they are “satisfied there is nothing else [mobile operators] could do” is up to
21%.

Likewise in broadband, reliability, speed, customer service and pricing are all up over the previous
survey.

“Both mobile and broadband customers are incredibly loyal with 40% of broadband customers and
nearly 60% of mobile customers staying with their provider for more than five years. Nearly half of
customers surveyed said being ‘satisfied with the service’ was the reason for staying,” says Brislen.
The Commission also says average call wait times, speed of resolution and staff helpfulness metrics
have also improved.

“Things will go wrong but we expect our staff to being able to quickly and cheerfully fix any issues so
customers can carry on with the things that are important to them.”

Find more from the Commerce Commission on telecommunications here: