National Consumer Survey is a survey conducted by the Consumer Protection team, part of the Ministry of Business, Innovation and Employment. In 2016 we surveyed more than 1,200 New Zealanders to gain a better understanding of what consumers know about their rights, where they have experienced issues, and how they have tried to resolve those issues.

National Consumer Survey 2016 Report [PDF, 1.1 MB]

Appendices to summary findings: Questionnaire and Methodology [PDF, 2.9 MB]

National Consumer Survey Infographic  [PDF, 685 KB]

The key findings:

  • Most New Zealand consumers are aware that laws exist to protect their consumer rights but understanding of the specific laws are mixed
  • Consumers generally trust the businesses they deal with, but only just over half are confident they have enough information about their consumer rights
  • Half of New Zealand consumers reported experiencing at least one problem with a product or service in the past two years
  • A third of New Zealand consumers that reported experiencing a problem with a product or service did not take action to resolve their most recent problem

The Consumer Protection team intend to run the survey every two years to gauge how consumers’ understanding of consumer issues changes over time.