Chorus has been working to reduce fibre order cancellations, and we would like to work with you on opportunities to bring down the 25% of fibre orders which are currently cancelled.

What’s happening?

Fibre cancellations cause inefficiencies for you and us. Order cancellations not only represent a real cost, but also lost opportunity for you, us, and the service companies that install fibre.

Ahead of the upcoming Rugby World Cup 2019™ reducing cancellations will enable better utilisation of available installation resources to get as many customers connected to fibre as possible.

In March, we initiated a fibre cancellations review via the product forum. Continuing this review, we’ve presented a further paper to April’s product forum that focused on current trends and provided further insights into the top five cancellation categories with a view to reducing the cost and impact of cancellations.

The top five cancellation reasons we have recorded are:

1. Fibre Not Requested -16%
   1,100 orders in February, 9% - 3,600 orders in last six months
    
2. Access Denied - 12%
   860 orders in February - 11% 4,100 orders in last six months
    
3. Unable to contact customer - 10%
   700 orders in February, 10% - 4,000 orders in last six months
    
4. Landlord permission - 7%
   500 orders in February, 9% - 3,500 orders in last six months
    
5. Submitted in error - 6%
   400 orders in February, 6% - 2,500 orders in last six months.

A total of 16,800 orders or 44% of cancellations in the span of 6 months.

Next steps

The fast approaching Rugby World Cup 2019™ is a great opportunity to get more kiwis moved to fibre within limits of available resource to get as many customers connected to fibre as possible.

Let’s work together to understand how we can make change to minimise cancellations and connect more customers. Please contact your account team to organise a consultation session. Feedback is sought until 31 May 2019.