Monitoring the system - Results of the 2024 New Zealand Consumer Survey are now available

The survey, which is under taken every two years, had 3,500 participants and was a joint collaboration between MBIE’s Consumer Services and the Commerce Commission. This survey is the fifth in the series, providing trend analysis over a substantial period of time.

These results have now been published and offer a comprehensive picture of consumer confidence, experience, and overall awareness of consumer matters. As a result, the Ministry of Business, Employment and Innovation (MBIE) is better positioned to work with our partners in the system to empower and build the capability of everyday consumers to resolve issues.

Some of the key findings show;

Purchasing, and reports of problems have both decreased since the previous survey in 2022

Consumers are significantly less likely to have purchased items in many of the product and service categories in 2024 compared to 2022. Concurrently, fewer consumers report having experienced a problem with a product or service over the last two years, down from 55% in 2022 to 41% in 2024.

Of those who had a problem with a purchase, 68% took action to resolve their most recent problem which is approximately in line with the results seen in 2022 (67%).

Motor vehicles from a private seller have the highest incidence of problems (22% vs 12% avg)

This has significantly increased in prevalence since 2022 and motor vehicles from a car dealer follow closely behind with 17% incidence of problems. Private vehicle sales are also the most expensive to fix, with overall cost to fix averaging over $12,000.

Only half of consumers (52%) agree that there is adequate access to services that help resolve disputes

Use of dispute resolution services has increased in 2024, however of the 68% of consumers who took action to resolve a problem in the last two years, only 17% contacted a dispute resolution service, (up from 11% in 2022). Feedback on the survey shows that a lack of knowledge is the main barrier to use of dispute resolutions services.

Online purchases continue to grow

The vast majority (93%) of consumers have made an online purchase in the last six months and there is a slow but steady increase in the number of consumers who shop online frequently, up to 65% in 2024 compared to 62% in 2022 and 58% in 2020. However, online purchases had a lower incidence of problems (42%) than offline purchases (58%) and they are more likely to be a result of non-delivery and less likely to be faulty or damaged.

Knowledge of consumer rights and legislation remains high, but knowing more is key to resolving issues

Almost all consumers (94%) are aware that New Zealand laws exist to protect basic consumer rights when purchasing products and services, and just over half (55%) say that they know at least a moderate amount about their rights.

Knowledge of rights is important because those who know little or nothing about their consumer rights are significantly less likely (61% and 48% respectively) to seek resolution if a problem occurs. 

The full New Zealand Consumer Survey 2024 can be found here.

New Zealand consumer surveys(external link) — Ministry of Business, Innovation, & Employment