Tauranga-based Trustpower has batted off the damning results of a Consumer New Zealand customer survey by producing the positive results of its own internal survey.
'Obviously our people strive to provide excellent customer service,” says a Trustpower response to SunLive.
'And we continuously strive to improve our customers' experience.”
Just 45 per cent of those customers surveyed were satisfied with the service offered by Trustpower, Contact, Meridian, Genesis and Mercury.
Consumer chief executive Sue Chetwin says the satisfaction rating was lower than the rates found in the banking and general industries.
'And it's dragged down by the performance of the big five.”
She says their surveys consistently find the big players are letting the side down in customer satisfaction stakes.
But Trustpower's internal survey is telling it something else.
'We are excited about the plans we have in place to improve customer experience and take heart that out internal survey is showing customers are recognising that improvement.”
Trustpower also seized the opportunity to take a shot at its market rivals.
'Trustpower has long established relationships with the majority of its customers, we also note Consumer calls out that some of the newer retailers are yet to be tested.”
The local powerco says the new retailers which expose their customers to the volatile wholesale prices have enjoyed a period of relatively low prices leading up to the survey.
'However, in recent weeks wholesale prices have risen sharply and we are seeing signs that that model is coming under pressure and their customers becoming increasingly frustrated.”
3 comments
External results more credible.
Posted on 07-07-2017 11:32 | By Murray.Guy
But Trustpower's internal survey is telling it something else. In all likelihood an internal survey will be less threatening as it reflects on those conducting the survey, collating the responses and the CEO. It's difficult for folk to just 'take it on the chin', put aside the defensive mode, and respond with a simple, 'we will strive to improve'. Survey aside, we flick the switch, we use the fibre - and it works, mostly!
agree with Murray Guy
Posted on 07-07-2017 21:36 | By old trucker
Well done Murray, i went in there after it openend,i use to be able to get what i needed to know from Counter staff,BUT NO, have to get a TEAM MEMBER to come and see me,after 25 minutes i left with nothing, all the baubles have gone to their head, i feel they do not care, when ringing the 0800 No, all the spiel press this press that ,to put you through to the right person press that no, for gods sake just answer it, there is someone sitting there watching whats happening,then you have to wait in line,45 minute wait, all this stuff your call will be recorded for training purposes etc,well answer the phone would be much better, this is my thoughts only about this experience i had,Sunlive Thankyou, 10-4, out.
Call Centre versus Services
Posted on 08-07-2017 14:44 | By waxing
I have always found Trustpower's general Call Centre staff to be excellent and friendly. But Trustpower should not confuse this with me being happy with its level of customer service.Their prices are extremely high and only reduced because of TECT's distribution. Even then then there are cheaper options. They will pass responsibility onto the lines company whenever they can and tell you to ring them.My internet is constantly disconnected and if not, its speed often is less than old dial up (and I'm on ultra fast fibre). I am sick and tired of being told by technical staff to turn my modem off and on. Or that there is no problem at Trustpower's end. Then strangely at the end of my phone call, the problems are all fixed despite it all apparently being my problem! So I tell the truth when answering these surveys.
Leave a Comment
You must be logged in to make a comment.