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Why you're better off buying boutique broadband

Contributor:
Fuseworks Media
Fuseworks Media

When it comes to consumer reviews, telco companies usually get a pretty bad rap. Consumer conducts an annual survey of the ‘major’ telco players in New Zealand, and each year the telco giants make the headlines for poor customer service and support.

Voyager Internet CEO, Seeby Woodhouse, is reminding Kiwi consumers that there’s a lot more choice available than what’s represented in the Consumer survey.

With 15,000 residential and business broadband customers, Voyager Internet is one of the more ‘boutique’ internet providers who isn’t included in Consumer’s survey, and according to Seeby, not been grouped with the bigger players is a positive rather than a negative.

"In terms of measuring customer service, we hold ourselves accountable with open reviews on our social media and Google pages and more recently with an NPS survey as part of our onboarding process for new customers."

Seeby said, "We implemented NPS scoring to benchmark ourselves and identify areas for improvement, and although we already had confidence in our product and customer service, even we were a little surprised at such a high score. We’re viewed as a small provider in New Zealand, yet our NPS score puts us in the same league as some of the world’s leading companies."

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