TORONTO — A new study from J.D. Power finds Canadian wireless customers are satisfied overall with the support they get from their service provider, with Videotron ranking highest in customer care satisfaction compared to nine other carriers included in the study, which was released today.
Videotron achieved a score of 787 (on a 1,000-point scale) for wireless customer care satisfaction, followed by Virgin Mobile with a score of 774. SaskTel and Telus Mobility tied for third, with each receiving a score of 766. (Please see the chart for the full rankings.)
The J.D. Power 2021 Canada Wireless Customer Care Study measures customer satisfaction with the entire customer care service experience, from initial contact to problem resolution. The study is based on recent customer experiences across six point-of-contact channels: phone, retail walk-in, website, mobile app, text and social media. Customer care satisfaction is measured in the six methods of service. The study is based on 4,890 respondents and was field in February-March 2021.
The study finds problem resolution plays a significant role not only in wireless customer care satisfaction, but also loyalty. There is high loyalty among wireless customers who had a customer care interaction, with 85% indicating they probably or definitely will not switch carriers, according to the study.
When customers need support, the most common forms of initial contact are calling the carrier (36%), visiting the carrier website (32%) and using the carrier’s mobile app (19%).
“First contact resolution should always be a major focus as it has been proven to have a significant impact on satisfaction,” said Adrian Chung, director of the technology, media and telecom practice at J.D. Power Canada, in a press release. “While there are more service channel options available today, enabling customers to achieve resolution in their initial contact channel will always leave them more satisfied.”
For more information about the Canada Wireless Customer Care Study, please click here. (A subscription is required to download the study.)
