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Telus Leads the East, Rogers Leads the West in Latest Wireless Network Quality Study

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The annual J.D. Power 2020 Canada Wireless Network Quality Study has been released, with both Telus and Rogers taking top accolades.

According to J.D. Power, their annual study says it “highlights the impact network quality (or lack of) has on long-standing customers and their loyalty to the wireless provider.” The company says network quality is the top reason for a customer’s decision to switch carriers, while 91% of Canadians noted wireless data speeds are as expected or higher than expected.

For the 2020 study, J.D. Power says wireless networks are performing at similar levels to 2019, in regards to the problems per 100 connections (PP100) metric, which cites the number of issues by customers. 2020 saw this number at 9 problems per 100 connections, again.

“In our current state of self-isolation, telecommuting and an exponential rise in the use of streaming service —from video conferencing to movies—are stretching network infrastructures to unprecedented levels,” said Adrian Chung, director of the technology, media & telecom practice at J.D. Power Canada, in an issued statement to iPhone in Canada.

Here are the results from the J.D. Power 2020 Canada Wireless Network Quality Study based on regions:

  • East Region (NB, NL, NS, PEI, QC) winner: Telus with 6 PP100
  • Ontario winner: Telus and Rogers tied for first with 8 PP100
  • West Region (AB, BC, MB, NT, NU, SK, YT): Rogers with 9 PP100

The chart below for the East region shows Telus with the fewest problems per connections, followed by Rogers and Videotron tied in second at 8 PP100:

East region telus

The Ontario chart shows Rogers and Telus tied with 8 PP100, followed by Bell at 10 PP100 and Freedom Mobile at 14 PP100, as the latter two wireless carriers are below the region average of 9 PP100:

Ontario jd power telus rogers

Out west, Rogers eeks out the win with 9 PP100, followed closely by Bell, SaskTel and Telus tied for second at 10 PP100, then Freedom at 11 PP100 and Bell MTS in last at 12 PP100:

Jd power west region rogers

“Many consumers are able to take advantage of home Wi-Fi for now but the demand for reliable wireless connectivity will continue in the future and carriers should be mindful of network performance being a key contributor to strengthening customer loyalty and defining value,” added Chung.

J.D. Power says its study was conducted online in English and French, based on 14,335 responses taken from February-March 2020.

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