JD Power survey says 91% of Canadians say service meets speed needs
TORONTO – Canada’s wireless networks are continuing to meet most customers’ expectations according to the J.D. Power 2020 Canada Wireless Network Quality Study, released this week.
“In our current state of self-isolation, telecommuting and an exponential rise in the use of streaming service —from video conferencing to movies—are stretching network infrastructures to unprecedented levels,” said Adrian Chung, director of the technology, media and telecom practice at J.D. Power Canada, in a press release. “Many consumers are able to take advantage of home Wi-Fi for now but the demand for reliable wireless connectivity will continue in the future and carriers should be mindful of network performance being a key contributor to strengthening customer loyalty and defining value.”
The importance of network quality on client churn shows in the survey which says 21% of customers who say they would be less inclined to switch providers if network quality improves. “This is a key factor in customer satisfaction—trumped only by loyalty discounts—and should bode well for carriers that plan 5G rollouts,” says the research
Some other key findings of the study are:
- Overall, wireless networks are this year performing at a level similar to 2019 regarding the average number of issues cited by customers, as the level remains unchanged year over year at nine problems per 100 connections (PP100).
- Carriers meeting speed needs: Prior to the implementation of stay-at-home restrictions, 91% of wireless customers across all regions of Canada said their wireless data speeds were as expected or higher.
- Eight percent of customers indicate they have left their carrier in the past year due to network issues.
- New wireless customers (those who have switched carriers or are net-new) tend to cite fewer network issues than existing customers. According to the study, 45% of new customers experienced zero PP100 compared with 38% of existing customers who experienced the same.
- Wireless usage patterns remain relatively unchanged compared with 2019, based on a 48-hour usage period. Text messages continue to lead in frequency (44) followed by apps (15) and regular voice calls (9).
- When it comes to the operators themselves, in the east region, Telus ranks highest in network quality with a score of 6 PP100. Rogers and Videotron rank second in a tie, each with 8 PP100. The east region consists of New Brunswick; Newfoundland and Labrador; Nova Scotia; Prince Edward Island; and Quebec.
- In Ontario, Rogers and Telus rank highest in a tie, each with 8 PP100.
- In the west region, Rogers ranks highest with a score of 9 PP100. Bell, SaskTel and Telus rank second in a tie, each with 10 PP100. The west region consists of Alberta; British Columbia; Manitoba; Northwest Territories; Nunavut; Saskatchewan; and Yukon Territory.
The 2020 Canada Wireless Network Quality Study was conducted online in English and French. The study, which measures problems per 100 connections (PP100), includes four wireless carriers in the east region; four wireless carriers in Ontario; and six wireless carriers in the west region. The study is based on 14,335 responses and was fielded in February-March 2020.
For more on the study, please click here.
