Virgin Mobile Survey Concludes Canadians Want Friendly Customer Service


Virgin Mobile conducted its own national survey to conclude Canadians want good customer service. The survey was implemented by Vision Critical from May 19-20, 2015 from a group of 1,504 random Angus Reid Forum adult panelists, and found out the following:

  • 79 per cent of Canadians wanting customer service reps to be friendly and courteous
  • 78 per cent hoping to deal with knowledgeable employees
  • 70 per cent seeking staff who can problem solve
  • 70 per cent of Canadians say they hate it when they can’t speak to an actual person
  • 69 per cent of Canadians say they hate it when there are unresolved issues
  • 68 per cent of Canadians say they hate it when there are rude responses
  • 97 per cent of those surveyed say they’re more likely to stay with a brand if they’re provided with good customer service
  • 95 per cent say they would take their business elsewhere if they aren’t getting good customer service

Virgin Mobile recently topped JD Power’s Wireless Purchase Experience Study, and the company wants you to know that (again). Virgin’s big brother Bell Mobility unfortunately ranked near the bottom of the survey, one spot above Rogers, both below the industry average.

Of course none of these findings are really surprising or groundbreaking. People just want good customer service, right?


  • iverge

    To think they probably paid a consulting/research firm hundreds of thousands of dollars for this!

  • #mindblown

  • imadude

    Not only that, but this new “customer focused” mandate is the same as what Rogers and another carrier announced a while back. Right?

    Either there is serious collusion between them (like everyone jokes about) or the Canadian telecoms are seriously unimaginitive, un-original and hyper-fearful. I suspect it’s all of the above.

  • Zeke

    Forget customer service. Who cares. Prepaid rules. I put an iPhone on prepaid, did the activation all myself online. Spoke to no one. I did the same thing with my iPad. I activated my iPad on prepaid data and did it all myself, again online. Spoke to no one.