TORONTO — In an effort to earn back the trust of its customers after its nationwide network outage in July, Rogers Communications last week announced a number of commitments it is making, using newspaper ads and emails to customers to get its message out.
On its website, Rogers outlines the five commitments the company and its employees are pledging to its customers.
The first is its commitment to network reliability. Rogers says it will invest $20 billion in its network over the next five years “to help ensure we’re meeting and exceeding your expectations.” (In late July, as part of its “Enhanced Reliability Plan”, Rogers had said it would invest $10 billion over the next three years, focused on areas such as more oversight, more testing and greater use of artificial intelligence.)
Rogers reiterated its plan to physically separate its wireless and Internet networks, so they will work independently, ensuring customers can stay connected.
The company also noted it is making a formal agreement with other carriers to switch 911 calls to each other’s networks in the event of an outage on any provider’s network.
The second commitment Rogers announced is to provide exceptional service.
“You expect and deserve the best, whenever and wherever you talk to us. That’s why we’re investing in service enhancements, including 24/7 technical support, across the entire customer experience — and will continue to work to make your experience with us easier,” the company’s message on its website reads.
As part of its third commitment, to customer satisfaction, Rogers says it is “innovating even further to enhance your experience with our products and services — from powerful home WiFi coverage to best-in-class 5G data plans,” according to its website.
Rogers’ fourth commitment is to connecting communities.
“We believe in the strength of communities. From coast to coast, we’re committed to supporting them — by bridging the digital divide, making key investments, volunteering, fostering meaningful partnerships, and donating media to give small businesses the exposure they need to thrive.”
The fifth commitment Rogers talks about is its commitment to the next generation, by connecting youth to opportunities that will help them reach their highest potential.
“Through $5 million yearly investments in Ted Rogers Scholarships, plus community grants and sports partnerships, we’re supporting the next generation to help build a better future for Canada,” Rogers’ message says.
Rogers’ email to customers was signed by Rogers CEO Tony Staffieri (above) and the company’s chief technology and information officer, Ron McKenzie.
A short video outlining Rogers’ commitments to its customers can be viewed here.
