Customer satisfaction with EA Networks remains strong, reinforcing high levels of trust and reliability across Mid Canterbury.

Every two years, we ask our customers how we’re doing - from the reliability of our network through to how easy it is to deal with us.

Our latest results show 88 percent of customers are satisfied with the services we provide.

Just as importantly, 85 percent of respondents consider us to be a reliable and trustworthy organisation, reinforcing the importance of maintaining confidence in the services we deliver.

Customer feedback has remained consistent over time, with ratings across key performance areas relatively stable. We're also encouraged to see steady improvement in areas that matter to our customers, including:

• Communication with customers has improved, with 74 percent of respondents agreeing that we communicate well.
• Environmental responsibility is trending in the right direction, with 62 percent agreeing that we care about the environment.

Being locally owned is a defining part of who we are and that continues to be reflected in the survey results, with 95 percent of respondents saying local ownership is important, a proportion that has increased over time.

The survey also highlights positive progress on the resilience of our network. Fewer customers report experiencing outages than in previous years, reflecting our ongoing investment in maintaining and strengthening the network.

While overall results are strong, the survey highlights some key areas for improvement, including:

• Rural customers continue to be more likely to experience outages.
• Cost pressures are a key concern for customers, with many worried about rising electricity costs.
• Some service experiences - including new fibre connections and complaint handling - have seen lower satisfaction compared with previous surveys.
• There is still confusion about what we do, with some customers incorrectly attributing unrelated services to EA Networks
• While improving, environmental performance remains our lowest-rated area.

We are also continuing to focus on improving outcomes from customer interactions - particularly where expectations have not been met.

"Customer feedback plays a direct role in how we plan and invest in our network," says Jessica Harris, EA Networks' Customer & Business Transformation Manager.

"These insights help us balance reliability, cost and service improvements, and ensure we’re focusing on what matters most to our community.

"We'd like to thank everyone who took the time to complete the survey. Your feedback helps shape the future of EA Networks and the services we provide."

The EA Networks Customer Survey Results Summary Report is available here.