The latest study by J.D. Power is their 2019 Canada Wireless Purchase Experience Study, which looks at general satisfaction in purchasing a wireless plan or device in retail.
J.D. Power Notes, "Customer satisfaction with wireless buying experience in Canada fell across four out of six factors in 2019, especially in relation to the cost service." The overall satisfaction score in 2019 doubled slightly to 793 (based on a 1000 point scale), dipping 6 points compared to 2018
The study noted the understanding of a wireless plan is appropriate, features and costs are critical factors in terms of customer satisfaction. Customers who get an explanation of the bill seem to have higher satisfaction and confidence in the operators, along with brand loyalty, to those who don't get a break in their account.
"Brick magazines remain a critical sales channel for operators, providing a unique opportunity to leverage customer interaction that builds trust and loyalty," said Adrian Chung, director of technology, media and telecom practice at JD Power in Canada, in a statement issued. "Sales representatives must be proactive so that the customer is in line with the plan ̵
Customers prefer to buy wireless purchases At dealerships, with 56% noticing that the purchase was made in a store versus online, 37% of respondents noted that they bought wireless equipment on Amazon, while 33% said they bought from an operator's site.
When applies to the wireless operator first and foremost when it comes to buying experience satisfaction, Telus flanks, Koodo Mobile, ranked first f or the third consecutive year, edged out Videotron in Quebec and SaskTel.
Virgin Mobile, Fido and Freedom Mobile and Telus were above the industry average, while Bell Mobility and Rogers scored below the latter, rounding off the bottom of the overall customer satisfaction index ranking.
2019 The Canada Wireless Purchase Experience Study is based on responses from 5,435 wireless customers on a prepaid plan, purchased from a qualified carrier over the past six months. The answers were taken from February to March 2019.