2012 Service Survey Reports

Download the Reports


Click to download the Summary Report (PDF 320kb)

Click to download the Full Report (PDF 589kb)

About The Survey

The 2012 Service Survey was run over 3 months, and hundreds of New Zealanders took the time to participate. After a lot of careful analysis the reports on the survey findings are now available.

The results of the 2012 survey have consistent messages with the findings of the 2008, 2009 and 2010 surveys, and should give a kick in the pants to some businesses along with a realisation that service is not something that can be swept under the rug but is highly relevant to a company's reputation, brand and overall success.

In this year's survey we asked respondents to provide feedback on their perception of the standard of customer service in general, and also in detail. The responses build on data from previous surveys to help identify trends and changes. In addition, questions were introduced which focus on specific industries and the use of social media as a customer service tool. The responses should serve as an alert to some companies that they're falling behind their competitors with the service they're providing, or reassurance that they're on the right track for others.