Online self-service tools help wireless carriers stand out from their competitors: J.D. Power study

TORONTO – Telus’ Koodo Mobile ranks highest in wireless customer satisfaction, followed closely by Videotron and SaskTel, says an annual study by J.D. Power & Associates released Thursday.According to the J.D. Power 2016 Canadian Wireless Customer Care Study, customer service differentiation continues to be top of mind as wireless carriers face a maturing and potentially saturated market. The study measures wireless customers’ perceptions of their carrier’s performance and is based on responses from more than 5,500 wireless customers collected in August – September 2015 (Wave 1) and March 2016 (Wave 2). Satisfaction is measured across four factors (listed in order of importance): phone...