Canada’s Commissioner for Complaints for Telecommunications Services (CCTS) put out its annual report this morning with some interesting facts in it. I’ll hit the highlights for you:
- 90% Of complaints received by the office were successfully resolved. That’s a good thing.
- CCTS handled 14,036 customer complaints in 2012-2013 which is an increase. That’s a bad thing.
- Wireless roaming issues increased by over 240% compared to 2011-2012. That is an #epicfail.
- Consumer concerns about credit reporting by telecommunications providers increased by almost 165%. That is another #epicfail.
- In terms of which of the big three generates the most complaints, Bell is the big winner (or loser in this case) with 3,911 complaints. Close behind is Rogers which had 3,803 complaints. But what stands out for me is that Telus had only 883 complaints which is a fraction of the other two. Not only that, it was a 27% drop year over year. One has to wonder what Telus is doing that Rogers and Bell isn’t doing. I’ll be asking my contact at Telus for a comment and I’ll update this story when I get one.
I have to admit that there were some things in this report (which I really encourage that you read) that got my attention. But what do you think? Post a comment and share your thoughts.
UPDATE: I reached out to Telus as promised and they were very accommodating in terms of getting me a reply. Here’s what my contact had to say:
First of all, we’re really excited about the outstanding results in this year’s report. this is the second consecutive year that TELUS has experienced a substantial decline in the number of complaints submitted; our complaints decreased by 27 per cent year-over-year while overall industry complaints rose by 26 per cent.
In terms of your question on why we’ve scored as well as we have, we can certainly attribute that to our ongoing commitment to delivering upon our Clear and Simple philosophy which has seen the company embrace a keen focus on listening to customers and making real changes to its services based on their input over the last number of years. For example we have introduced roaming notifications, data use notifications, and data use caps for customers roaming internationally and reduced some international roaming rates by more than half. We also eliminated the $35 activation and $25 renewal fees plus launched new SharePlus plans with unlimited nationwide calling and shared data.
In addition, I’d add that we have been working hard over the last number of years to introduce a number of new customer-friendly policies that improve the level of service we provide. As a result, our customers are generally very happy with their service. We know this because we have consistently seen a lower number of customer complaints since the inception of the CCTS, and have experienced lower wireless churn rates as well. These are key indicators that customers are actually quite happy with our service.
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CCTS Details Complaints About Wireless Companies [UPDATED]
Canada’s Commissioner for Complaints for Telecommunications Services (CCTS) put out its annual report this morning with some interesting facts in it. I’ll hit the highlights for you:
I have to admit that there were some things in this report (which I really encourage that you read) that got my attention. But what do you think? Post a comment and share your thoughts.
UPDATE: I reached out to Telus as promised and they were very accommodating in terms of getting me a reply. Here’s what my contact had to say:
First of all, we’re really excited about the outstanding results in this year’s report. this is the second consecutive year that TELUS has experienced a substantial decline in the number of complaints submitted; our complaints decreased by 27 per cent year-over-year while overall industry complaints rose by 26 per cent.
In terms of your question on why we’ve scored as well as we have, we can certainly attribute that to our ongoing commitment to delivering upon our Clear and Simple philosophy which has seen the company embrace a keen focus on listening to customers and making real changes to its services based on their input over the last number of years. For example we have introduced roaming notifications, data use notifications, and data use caps for customers roaming internationally and reduced some international roaming rates by more than half. We also eliminated the $35 activation and $25 renewal fees plus launched new SharePlus plans with unlimited nationwide calling and shared data.
In addition, I’d add that we have been working hard over the last number of years to introduce a number of new customer-friendly policies that improve the level of service we provide. As a result, our customers are generally very happy with their service. We know this because we have consistently seen a lower number of customer complaints since the inception of the CCTS, and have experienced lower wireless churn rates as well. These are key indicators that customers are actually quite happy with our service.
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This entry was posted on November 6, 2013 at 8:50 am and is filed under Commentary with tags Canada, wireless. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.