Worst businesses to call? The phone companies

Telecommunications was rated the worst industry for customer service in a new survey, while banking was best.

More than 600 people were surveyed on their perceptions of customer service in the KiwiHost/JRA Customer Service Pulse.

John Robertson, managing director of survey company JRA, said the biggest frustration for telecommunications customers seemed to be getting hold of the companies, at least within acceptable time frames, then getting hold of the right person who could solve a problem.

A respondent told of hanging up after 40 minutes of waiting to talk to a telecommunications company, having been put on hold.

Another commented that frontline staff appeared to have poor product knowledge.

Customers had not singled out any one telecommunications company, rather they all "copped it", New Zealand managing director of customer service training organisation KiwiHost Jared Brixton said.

In contrast, the banking industry rated best, with four banks in the top five companies for excellent customer service.

More than 400 companies were named by respondents, with ASB at the top with 26 positive mentions, followed by Westpac with 22, National Bank with 14, ANZ also with 14, and Harvey Norman in fifth.

- NZPA