J.D. Power has released findings of their 2018 Canada Television Service Provider Customer Satisfaction Study and 2018 Canada Internet Service Provider Customer Satisfaction Study, which ranks providers for TV and internet in Canada.
For the sixth consecutive year, Videotron and SaskTel have ranked the highest in their respective regions, over the ‘Big 3’ incumbents of Rogers, Telus and Bell.
J.D. Power says over satisfaction with internet providers is higher for those customers with multiple connected devices, versus those with only one connected device. Those with smart home products are willing to pay more for better service versus those without. But the study showed those with connected devices are the “least loyal” to ISPs and will jump ship to another company, if better features and service are offered.
“Technology advancements continue to influence the way consumers use the internet,” said Adrian Chung, Director of the Technology, Media & Telecom Practice at J.D. Power in Canada, in an issued statement. “They’ve become enablers in peoples’ lives and, as such, customer expectations of service providers are evolving. Reliability and faster speeds are increasingly more important factors in customer expectations and satisfaction, especially among younger and more tech-dependent users. The ability of ISPs to unlock the potential of their premium service offerings will be critical to success as adoption rates of connected and smart homes devices increase.”
In the East region, Videotron ranked the highest in TV and internet provider service satisfaction, followed by Shaw, Cogeco and Bell and Rogers faring below the East Region Average.
Out West, SaskTel ranked the highest for TV and internet service satisfaction. Telus was second in TV satisfaction and third in internet service satisfaction. Shaw ranked third in TV satisfaction and second in internet satisfaction. Bell MTS and Bell saw below average scores for both TV and internet satisfaction.
The studies were based on responses from 7,286 internet customers and 7,342 TV customers in Canada, taken from March-April 2018.