For the third year running, Xtra has come bottom. And not just bottom, but 42% – a massive slump from their abysmal 55% last year. On just about every dimension of customer satisfaction Consumer measure, Xtra gets a black mark.
Xtra is a separate brand for Internet services, which is owned and run by Telecom. Xtra competes with a lot of other Internet Service Providers, or ISPs, like ihug, Iconz, Orcon, Inspire, and Maxnet – there are lots.
Incredibly, the 42% number – the customer satisfaction for this year – was measured before the email disaster Xtra perpetrated earlier this year., and the number is now 36%. That’s right, two thirds of Xtra’s customers hate them.
That email disaster by the way was an act of corporate hubris which they tried to spin as an upgrade. Xtra claimed it was upgrading everyone’s email but in fact it sold all its email facilities – all its customers email facilities – to Yahoo in Australia, who stuffed up the implementation horribly. Lots of people lost a lot of email, and including a lot of businesses. You really have to ask yourself if you run a business why you would use Xtra, and why you would use such a low-rent brand as Xtra in your email address. Just say no!
The real concern I have is that Xtra is the biggest ISP in terms of customer numbers, but it gets such hugely bad ratings. If people keep with them despite their lousy service, they will never improve. Why should they?
Let’s look at the best ISPs out there. The Consumer survey found the same ISP to be the top four times running, that’s Inspire. The next two in the survey are Actrix and Maxnet in Auckland. All three of these will give you service wherever you are in New Zealand, and judging by the surveys, you’ll get a lot more service from them than you will from Xtra.
To make the change, ring one of these up and ask. Do it now – 0800 4 THE NET, 0800 MAXNET, or 0800 ACTRIX.