A J.D. Power 2017 Canadian Wireless Customer Care study released on Wednesday reveals Virgin Mobile ranks highest in customer care satisfaction among Canadians as customers across the country appear happier with overall customer service.
The survey ranked customer satisfaction on a 1,000 point scale (with 1000 being most satisfied and 0 being least) and measured customers’ perceptions of their carrier’s performance across four factors.
These are the four factors listed in order of importance:
The study revealed that overall wireless customer care satisfaction rose to 746 points in 2017 from 738 in 2016.
Broken down, customers appeared to be most satisfied with in-store service, which saw an 18-point improvement from 2016.
Out of all cellular carriers in Canada, Virgin Mobile ranked the highest in customer care satisfaction with 801 points. In particular, Virgin performed well in the phone customer service representative (CSR) and online service factors.
Koodo Mobile followed closely behind in second place with 796 points while Videotron secured a third place spot with 789 points.
Bell Mobility and Rogers Wireless performed the worst out of all of the carriers included in the study. Bell scored 723 points while Rogers performed slightly worse with only 713 points.
The results of the study are based on an online survey of more than 5,500 wireless customers who contacted customer service during the past six months.
What do you think about these results? Do they surprise you or do they accurately reflect how your customer service experiences?
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