TORONTO--(BUSINESS WIRE)--By having clear, open and transparent customer communications, especially with billing, wireless carriers will see an increase in satisfaction, according to the J.D. Power 2019 Canada Wireless Customer Care StudySM, released today. The study finds that 39% of wireless customers were calling customer service to solve a problem and half of those contacts were billing-related, usually an incorrect bill amount or high bill complaint. Wireless carriers can benefit from reducing these calls by increasing open communication.
“Customers experiencing billing issues are less satisfied, and that translates into a lack of trust,” said Adrian Chung, Director at J.D. Power. “If wireless carriers can offer increased clarity around billing expectations, proactive usage alerts and easy access to information, they will see a boost in satisfaction and more positive impressions of trust and value.”
Study Results
Virgin Mobile ranks highest with a score of 811. Videotron (804) ranks second and Koodo Mobile (799) and SaskTel (799) rank third in a tie. The industry average is 761.
The 2019 Canada Wireless Customer Care Full-Service Study is based on responses from 4,818 customers who contacted their carrier’s customer care department within the past six months. The studies evaluate customer care experiences across 12 different customer care channels: phone customer service reps; in-store contact; online chat; email; social media post; carrier app question post; automated telephone systems; website search; social media search; user forum; video from carrier; and carrier app search. The study was fielded from February through March 2019.
For more information about the Canada Wireless Customer Care Study visit https://canada.jdpower.com/business/resource/canadian-wireless-customer-care-performance-study.
See the online press release at http://www.jdpower.com/pr-id/2019059.
J.D. Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable J.D. Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, J.D. Power has offices serving North America, South America, Asia Pacific and Europe.
About J.D. Power and Advertising/Promotional Rules: http://www.jdpower.com/business/about-us/press-release-info
NOTE: One chart follows.
J.D. Power
2019
Canada Wireless Customer Care StudySM
Overall Customer Satisfaction Index Ranking
(Based on a
1,000-point scale)
| Ranking | Wireless Carrier | Index Score | ||||
|
1 |
Virgin Mobile | 811 | ||||
| 2 | Videotron | 804 | ||||
| 3 | Koodo Mobile | 799 | ||||
| 3 | SaskTel | 799 | ||||
| 4 | TELUS Mobility | 786 | ||||
| 5 | Fido | 767 | ||||
| Industry | Average | 761 | ||||
| 6 | Freedom Mobile | 752 | ||||
| 7 | Rogers Wireless | 734 | ||||
| 8 | Bell Mobility | 724 | ||||
| 9 | Bell MTS | 713 |
Source: J.D. Power 2019 Canada Wireless Customer Care StudySM
Charts and graphs extracted from this press release for use by the media must be accompanied by a statement identifying J.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores, and not necessarily on statistical significance. No Advertising or other promotional use can be made of the information in this release or J.D. Power survey results without the express prior written consent of J.D. Power.
