Small Carriers Outperform Rogers, Bell, and Telus in Customer Satisfaction Survey

9:58 am on November 27, 2008 | Category: Business, Telecom Services, Wireless

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Minor wireless carriers gained the highest customer satisfaction ratings in a recent survey of 15,000 Canadian wireless users, by J.D. Power and Associates.

Koodo Mobile (a Telus subsidiary) and Virgin Mobile (a Mobile Virtual Network Operator) won the highest satisfaction ratings: 771 and 752, respectively, out of a possible 1000 points. Regional incumbent, SaskTel placed third with an overall score of 706.

Wireless carriers were graded on network quality, billing, service plan options, cost of service, and customer service.

In terms of overall score, none of Canada’s three largest cell phone carriers (Bell Mobility, Telus Mobility, and Rogers Wireless) ranked in the top-three. This suggests that smaller carriers, including discount spin-offs like Koodo, are finding inefficiencies in the wider market, and serving some consumers in a way the “Big Three” cannot.

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    Published by TeleClick Enterprises
    Edited by Jeremy Maddock