The 2024 New Zealand Consumer Survey, marking its fifth edition, has provided fresh insights into consumer behaviours and attitudes.

Conducted entirely online for the first time, this survey involved 3,500 participants and was a collaborative effort between MBIE’s Consumer Services and the Commerce Commission.

The survey highlights a significant drop in reported consumer problems, decreasing from 55% in 2022 to 41% in 2024.

Despite this overall decline, issues related to motor vehicles purchased from private sellers have surged to 22%, well above the 12% average.

The cost to repair these problems has also risen, now averaging over NZ$12,000.

In terms of dispute resolution, 68% of consumers who encountered problems took action.

However, only 17% sought help from dispute resolution services, a modest increase from 11% in 2022.

A major barrier remains a lack of awareness about these services.

Online shopping trends continue to rise, with 93% of consumers making online purchases recently.

The frequency of online shopping has increased to 65%, and online transactions report fewer problems compared to offline purchases.

Consumer awareness of rights remains robust, with 94% aware of New Zealand’s consumer protection laws.

Nevertheless, those with less understanding are less likely to pursue resolutions when issues arise.

This survey offers valuable data on consumer confidence and behaviour, guiding future consumer protection efforts.