Telus Raises the Bar for Telecom Customer Service, and Rogers Shows Biggest Improvement in 2015

by Istvan Fekete on December 7, 2015

rogers-300x168 Despite being Canada’s second-largest wireless service provider, Telus has extended its dominant customer service lead in the annual Commissioner for Complaints for Telecommunications Services (CCTS) report released last week, again garnering the lowest number of customer complaints of any national carrier by a substantial margin.

Telus received only 466 complaints, down from 653 in last year’s report, and now accounts for just 4.7% (9,988) of all telecom complaints received by the CCTS over the last year. By comparison, Rogers and Bell combined account for more than 50% of customer complaints.

As the CCTS 2014–2015 annual report reveals, Telus complaints are down 29% from the same period a year ago. Since 2011, Telus complaints have decreased by 66%, as the company has been focusing on its customer service.

“We’re an organization that’s obsessed with customer service and I’m incredibly grateful to the entire TELUS team for their unwavering commitment to our customers and the sustained improvements they are driving year-over-year,” said David Fuller, president of TELUS Consumer and Small Business Solutions.

“However, we’re not content with simply outperforming our competition; our ultimate goal is to bring our complaints down to zero. These results show us that we have 466 opportunities to prove to our customers that they can expect more from us, and we’ll be looking at this report, along with the feedback we receive from our customers every day, for opportunities to continuously get better.”

Rogers and Bell continued to lead the complaints list, but this year Rogers has shown the biggest improvement in reducing complaints, according to the CCTS report, which shows that complaints from Rogers and Fido customers have dropped by 26.3% this year and 50% over the past two years. This shows a major customer service improvement, although there still is a long way to go.

Bell topped the list and matched last year’s performance: Its complaint rate was 74% higher than Rogers’.

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Written by: Istvan Fekete. www.digitcom.ca. Follow TheTelecomBlog.com by: RSS, Twitter, Facebook, or YouTube.

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