The latest J.D. Power & Associates Canadian Wireless Total Ownership Experience Study for 2013 shows that the average reported wireless monthly phone bill for users in Canada has taken a 13% jump to a $77 total. This is an increase of $9 from the previous year’s J.D Power & Associates study. The 2013 Canadian Wireless Total Ownership Experience Study also reports that mobile users that also utilize a data plan have larger bills that averages $86. Half of all wireless customers in Canada do not have a data plan and they average $65 on their bills.
Its not all bad news for Canadian wireless users even though they pay the the highest prices for service than any developed country in the world. The study shows that wireless satisfaction has increased overall from previous years. In a article about the study, TechVibes states that, “Overall customer satisfaction with the online sales experience is 737 (on a 1,000-point scale), a 46-point increase from 2012, while satisfaction with online customer care is 699, which is a 14-point improvement from 2012, according to the study.”
The article goes on to add that, “There’s also been a noticeable shift to online-based, self-service tools. And the study finds that satisfaction with the purchase experience is higher among wireless customers who use their carrier’s online self-service options than among those who use the traditional call centre service and in-store customer care options.”
Adrian Chung, an account director at J.D. Power & Associates, talked about the report and said, “We see a sizable shift in behaviour, with customers opting to use online self-service tools to address issues with their services or device, and overall satisfaction is highest when customers use their carrier’s online chat function. It’s important for wireless carriers to continue focusing on improving their website’s functionality in order for customers to benefit from the convenience and timeliness of this service option, which is not only a more cost-effective way for carriers to interact with their customers, but also creates a more positive experience when a problem is encountered.”
The study also looked at smartphone ownership in the contry and showed that the most owned devices are made by Samsung (22%), Apple (31%) and BlackBerry (22%). Chung adds that, “Customers own Apple iPhones more than any other manufacturer’s device; however, the gap in device satisfaction is narrowing. We expect this trend to continue as newly introduced devices from Samsung and BlackBerry grow in market share.”
The report also scores telecom service providers in Canada and SaskTel has claimed the top spot in customer satisfaction again. The full-service carriers scores a 712 which is actually 13-points better than last year. Second place in the report goes to Telus Mobility with a 699 score. For the stand-alone carriers, Koodo Mobile is ranked at the top for customer satisfaction for the second time since 2012 with a score of 765. They are followed by Virgin Mobile at 744 points.
Source: TechVibes
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