New Zealand consumers turn to AI as brands fail to meet promises

A new study by Accenture Song reveals that 69% of New Zealand consumers believe companies are failing to meet their promises. While this represents a slight improvement from 72% last year, significant frustrations remain across various sectors, including banking, insurance, groceries, utilities, and telecommunications.

Key findings highlight a growing ‘loyalty tax,’ where long-term customers feel unrewarded compared to those receiving new-customer deals. In the telecommunications sector specifically, 64% of consumers feel providers are not keeping their promises. Major pain points include unpredictable price increases, complex billing, and poor customer service, such as long wait times and ineffective automated chatbots.

As a result of these gaps, many consumers are turning to artificial intelligence for assistance, including using AI for deal detection. The report suggests that brands failing to integrate AI into their customer relationships risk losing both transactions and long-term loyalty.