The Sale Of A Top-Rated Power Company Signals A Shrinking Market
Flick achieved a standout satisfaction score of 71% (very satisfied), earning a People's Choice award. Flick was recently sold to Meridian Energy – the parent company of Powershop, which failed to meet the People's Choice standard in 2025.
In contrast to Flick, Powershop, a seven-time People's Choice winner since 2015, has seen a notable drop in satisfaction – from 67% in 2024 to just 60% this year, pushing it out of the top tier for the first time in years.
'Flick has consistently rated well in our surveys, so it's disappointing to see it absorbed by a larger player,' says Jessica Walker, Consumer NZ acting head of research and advocacy.
'Flick customers have been typically among the most satisfied. We don't know what the future holds for Flick customers, but there is a risk it will be consumers who will bear the brunt of reduced competition.'
The poorest performers this year are Pulse Energy (41%), Contact Energy (44%) and Mercury (47%). Contact Energy and Mercury are two of the largest energy providers in the country and are known as 'gentailers', electricity companies that both generate and retail electricity directly to households.
Meridian Energy was the third-best performing power provider in the survey results and notably the highest-ranking of this country's four gentailers.
Frank also earns People's Choice, but sector-wide ambivalence is up
Frank Energy joins Flick in receiving a People's Choice award, with 65% of its customers reporting high satisfaction. However, broader trends across the industry point to a decline in overall positivity and a rise in customer ambivalence.
'More people are rating their power providers as 'just OK' rather than great,' says Walker.
'It's a clear sign that satisfaction is softening, and the market isn't delivering the value or the service that New Zealanders expect.'
Frank's parent company is also a gentailer, Genesis Energy, which falls into the middle-of-the-pack category.
Key findings from the 2025 survey
Value for money scores have dipped across much of the sector.
Fewer problems were reported.
Amongst those who did, there was a slight drop in satisfaction with the retailers' handling of issues.
Confidence in the electricity market is low.
36% say it's working poorly for New Zealanders.
Signs of hardship are rising.
More missed payments, overdue fees, borrowing to pay bills and disconnections.
Loyalty won't lower your bill - shop around
Walker urged consumers not to stay loyal to underperforming providers.
'Power is the same no matter who you buy it from – but price and service vary widely,' she says. 'There's no reason to stick with an expensive or unhelpful provider.'
Powerswitch, Consumer NZ's free and independent power comparison tool, helps people find better plans and providers. On average, people who check power options through Powerswitch can typically save around $500 a year.
'With satisfaction falling and pressure on household budgets rising, take action now,' Walker says. 'More than half a million New Zealand households in the past year alone have used the Powerswitch service. It's quick and easy to switch!'
Note:
Consumer NZ energy retailer survey data is from a nationally representative survey of 1,985 New Zealanders, aged 18 years and over, carried out in March and April 2025.
Satisfaction rating shows the proportion of respondents who scored their retailer 8, 9 or 10 on a scale from 0 (very dissatisfied) to 10 (very satisfied).
Ratings are for retailers that had 30 or more responses in our survey.
View the results here.
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