Some Canadian telcos have successfully implemented various methods to improve customer satisfaction, and the results are visible: In 2016, overall wireless customer care satisfaction has risen to 738, up from 715 in 2015, on a 1,000-point scale, according to the J.D. Power 2016 Canadian Wireless Customer Care Study emailed to iPhone in Canada.
There are carriers, though, which go the extra mile, and this year the crown goes to Koodo Mobile, whose customer satisfaction index is 798 points. Koodo is closely followed by Videotron, with 790 points, while in third place we find SaskTel with 785 points, followed by Telus with 771 points in fourth. Rogers and Bell are at the bottom of the list with 707 and 706 points, respectively.
The conclusion is based on the answers J.D. Power received from more than 5,500 wireless customers between August and September 2015 and March 2016. To quantify wireless customer care, the market research group has considered four factors: phone customer service representatives (CSR); in-store service; online service; and phone automated response systems (ARS).
What they have found is that Canadians are moving away from traditional phone contacts and adopting instead a self-service approach to resolving issues with their carriers. To do that, they use the online tools mostly preferred by Millennials who are digitally connected, but other age groups are likely to follow this example.
