J.D. Power has released their 2018 Canada Wireless Customer Care Study today, and Bell’s Virgin Mobile has repeated as the top ranked wireless carrier when it comes to overall customer satisfaction.
According to the study, it noted customers who deal with a customer care team that makes it hard to solve problems results in perception companies only care about the bottom line, as well as being unreliable and offering poor value.
The data noted 32% of customers say it took “a lot of effort” to resolve a wireless problem, while 41% of those who ran into issues are considering or made a move to switch to another carrier.
“Without a doubt, a seamless customer care experience can positively affect a consumer’s view of their wireless provider and appetite to remain a loyal customer,” said Adrian Chung, Director of the Technology, Media & Telecom Practice at J.D. Power in Canada, in a statement issued to iPhone in Canada. “It is no secret that retaining customers is more cost-effective than acquiring new ones. Therefore, Canadian carriers should put a greater emphasis on streamlining the customer care experience and making it as effortless as possible. They should also be extra conscious about utilizing the appropriate contact channels.”
In the past six months, 62% of customers used their phone as their method of contact to with their wireless provider to resolve an issue, but social media use is gaining in popularity for younger customers, particular Generation Z, compared to baby boomers. Those who search social media for answers usually resolved their issues faster, says J.D. Power.
As for ranking of wireless carriers, Virgin Mobile scored the highest for the second straight year, earning a score of 793 out of a 1000 point scale, followed closely by Koodo Mobile and SaskTel, which tied in second with a score of 792. Videotron was in third at 789, while the overall satisfaction average was at 753.
Rogers scored below the industry average at 741, while their flanker brand Fido scored 762, in fifth place. Despite their flanker brand taking the top spot, Bell Mobility rounded out the bottom with a score of 726, while Bell MTS scored at 728.
The study “measures wireless customers’ perceptions of their carrier’s performance,” with satisfaction measured in assisted (phone; in-store; online chat; email; social media; carrier mobile app) and unassisted care channels (automated telephone; website; social media site; user forums).
The J.D. Power study took place online from February to March 2018 from a survey of over 5,000 Canadian wireless customers with a postpaid plan, and who had contacted customer care in the past six months.
Which wireless carrier do you think has the best customer service?
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HIlarious ! Bell is rated the worst when they were beforehand going with the idea « Well, at least we’re not Rogers. » My goodness their company Virgin is the best while Bell is the worst. How, unfortunate they can’t seem to get it together.
Bell is still the worst! Everyone knows JD Power doesn’t mean shit! lol
I’ve dealt with Telus (BCTel/Clearnet), Bell and Rogers for personal and business use. My worst experiences were with Rogers and they were numerous (but we managed over 300 phones). Most people don’t realise that many of the stores and kiosks they go to are run by third parties contracted out by the big three and that’s where some of the problems arise. The people who go door to door selling on behalf of these companies can make it even worse.
Your experience as a customer is shaped a lot by the person you’re dealing with face-to-face or over the phone and not all these employees are trained enough and many don’t have decision making power. A friend was once told by one of them to call the company directly because not all the customer service reps in the kiosks would or could solve the problem correctly.
I’ve not used them for cellular service but I did have cable with them in the past and Vidéotron’s customer service was stellar. Have heard that they treat their employees well too. It’s a shame they don’t have the speed and coverage across Canada to compete with the other three.
My experience with Telus (wireless and Internet) was good too and I was with them for well over ten years. Too bad they don’t provide internet service across Canada.