Electricity provider satisfaction survey 2019

Find out which energy retailer has the most satisfied customers.

Power lines

Winter’s officially hit and the sting of the first winter power bill won’t be far behind. With prices up again this year, there’s probably little chance it will make you feel any warmer towards your electricity retailer.

Our latest satisfaction survey found just 51% of consumers thought their power company was providing good service. That hasn’t changed since 2018. Not surprisingly, price continues to be a sore point. Only nine percent felt companies always charge households fairly.

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Price matters

Power price review

Better protections for consumers struggling with rising power prices may finally be on the way.

Last year, Minister of Energy and Resources Megan Woods appointed an Electricity Price Review panel to investigate power prices.*

In a paper released in February, the panel flagged the need for more protection for vulnerable consumers hardest hit by price rises and recommended changes to make it easier to shop around for power.

Specific controls on prices weren’t included in the paper. Instead, the panel recommended improving price transparency in the wholesale market and making the big players – which both generate and sell electricity – disclose information about the profitability of their retail arms.

Whether the government will take up the proposals is yet to be seen. The panel delivered its final report to Minister Woods in May. The government’s response is expected in the next couple of months.

*Consumer NZ chief executive Sue Chetwin was a member of the review panel.

Cost concerns

Home heating costs

In the past 12 months ...

  • 18% experienced difficulty paying their bill
  • 14% missed paying by the due date
  • 10% had overdue fees added to their bill
  • 9% borrowed from family or friends to pay the bill
  • 5% took out a loan to pay the bill

How concerned are you about your household power costs?

GUIDE TO THE GRAPHS OUR DATA are from a nationally representative survey of 1471 New Zealanders, aged 18 and over, carried out in April and May 2019. Overall satisfaction shows the proportion of respondents who scored their retailer 8, 9 or 10 on a scale from 0 (very dissatisfied) to 10 (very satisfied). Results are for providers that had 30 or more responses in our survey. Customers and Market share data are for residential connections as at April 2019 and sourced from the Electricity Authority.

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