Canstar measures and tracks customer satisfaction amongst New Zealand adults across a range of financial categories via ISO 26362 accredited research panels managed by Qualtrics.

In most categories, the sample is broadly representative of the New Zealand population in terms of gender, age and location, and is based on Stats New Zealand data. Due to low incidence in other categories, the sample may be representative of those consumers who have had experience with the category researched. Only people who have used the specific product or service within a nominated time frame are able to answer the questions and be included in the survey results.

For example, only people who had a health insurance policy and had made a claim in the last twelve months were included in the health insurance results. The time frame specified for usage depends on the product or service category that is being researched.

In most categories, we receive survey responses from 2,500 people across a broad cross section of the New Zealand population for each category. We only include results from the respondents from this group who have used the product or service within the nominated time frame. In some low incidence categories, we receive survey responses from between 800 and 1,000 targeted consumers, who have had experience with the category researched.

The survey:

• The surveys are delivered through the research companies’ online panels, as well as any external panels they may engage.
• Qualtrics utilise two ISO accredited panels Research Now and SSI
• Respondents rate their satisfaction with the products or services at a brand level on a zero to ten scale, where zero is extremely dissatisfied and ten is extremely satisfied.

The awards:

• Brands must receive a minimum of 30 responses to be included in the awards. The market research is designed to pick up as many brands per category as relevant. However, some brands may miss out due to low sample size – for example small local or niche brands where their market share is currently low. The criteria that are considered vary depending on the category.  They typically include overall satisfaction and value for money, while other criteria are included as appropriate to the research subject.  For example, the criteria for an insurer might include criteria such as claim experience and coverage, while criteria for a credit card provider may include criteria such as interest rate and rewards programme.
• The winner in each category is the one that receives the highest overall satisfaction rating once the scores from all respondents to the overall satisfaction question are combined and averaged.
• Overall satisfaction is asked as a specific question. This means the overall satisfaction criteria represents an individual measure rather than a combined total of all criteria. As a result, some brands may find their overall satisfaction score is lower – or higher – than the scores they have received for other criteria.
• When we cannot determine a clear winner from the criteria for the overall satisfaction rating, we will then look at the supporting criteria. The brand with the highest number of five star ratings within the supporting criteria will become the five star recipient in overall satisfaction, and thus win the award. If multiple brands have equal numbers of five-star ratings in the supporting criteria, we’ll use the same process using four-star ratings and, if necessary, three-star ratings, to determine the winner.
• If a clear leader still cannot be determined from the supporting criteria, then joint winners will be declared.

Brands must receive a minimum of 30 responses to be included in the awards. The market research is designed to pick up as many brands per category as relevant. However, some brands may miss out due to low sample size – for example small local or niche brands where their market share is currently low. A rated brand may also receive a ‘N/A’ (Not Applicable) rating for one or more criteria if it does not receive the minimum number of responses for that criteria.

The brands that feature in our customer satisfaction awards are those that have been nominated by respondents in the market research, and which have received a minimum of 30 responses. We do not choose which brands to include.