Skinny, and its customers, have plenty to celebrate this month with it taking out the Canstar Blue Most Satisfied Customers award and the Consumer NZ People’s choice award 2016.
Everybody at Skinny is thrilled with the wins, Skinny Mobile general manager Ross Parker says in a release.
“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 says.
“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."
This is the second year in a row the telco has won the Canstar Blue award, standing against the larger prepaid mobile providers to be judged according to value for money, customer service, accessibility, billing and network coverage. In all sub-categories Skinny achieved five star rankings.
Coming second was 2degrees which received four stars across all subcategories, ahead of Spark and Vodafone, which received four stars for network coverage and three stars for the rest.
Considering Skinny uses the Spark network it is surprising Spark did not also receive five stars for network coverage.
Also surprising is Skinny is the only telco without a physical store, suggesting the days of valued face-to-face customer service are on the out.
Skinny’s second award, the Consumer NZ People’s Choice Award, which was established in 2015, is also based on overall satisfaction of customers. According to the release, its customers were quick to reference helpful customer service, low wait times and value for money as contributing factors to their satisfaction.
84 percent of Skinny customers were satisfied, compared to 69 percent of 2degrees customers and 42 percent of Vodafone customers expressing satisfaction.
In terms of customer service, 87 percent of Skinny customers said it was 'excellent' compared to 68 percent of Vodafone customers.
Skinny’s wait time was also ahead, with 75 percent saying they had never experienced long wait times, compared to Vodafone’s 42 percent.
Parker says Skinny is proud to have come out on top ahead of the bigger companies.
“These awards are based on consumer feedback and at the end of the day they’re the ones who count.”