Issue-resolution processes tied to wireless customer retention: J.D. Power study

TORONTO - Seamless customer care experiences directly correlate with a consumer’s view of their wireless provider and appetite to remain a loyal customer, says an annual study by J.D. Power & Associates released Thursday.According to the J.D. Power 2018 Canada Wireless Customer Care Study, Bell’s Virgin Mobile ranks highest in wireless customer satisfaction for the second year in a row, followed closely Telus’ Koodo Mobile, SaskTel, and Videotron.The study measured wireless customers’ perceptions of their carrier’s performance and is based on an online survey of more than 5,500 wireless customers in February-March 2018. Satisfaction is measured in two factors: assisted care and...