Canstar New Zealand compares customer satisfaction across a wide range of products and services, with the core purpose of helping consumers make better financial decisions.
The awards are based on professional market research to determine the perceptions of consumers who have recently purchased and / or used the specific products and services.
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.
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.