TORONTO – SaskTel and Telus’ Koodo Mobile ranked highest in customer satisfaction for the second year in a row, according to a new study released today by J.D. Power & Associates.
Among full-service carriers, SaskTel’s score was highest at 712, which was 13 points higher than its 2012 score. The survey noted that SaskTel performed particularly well in terms of offerings and promotions, customer service, and the sales process.
Koodo Mobile from Telus scored highest among stand-alone carriers with 765 points, also up higher by 13 points from 2012. The wireless provider stood out for its offerings and promotions, network quality, and account management.
The 2013 Canadian Wireless Total Ownership Experience Study is based on responses from 13,300 mobile phone customers collected in September 2012 and March 2013. It examines wireless customer perceptions of their service, mobile phone (for both traditional mobile phones and smartphone devices), and retail experiences.
Smartphone market penetration in Canadian increased nine percentage points over 2012 to 63%. Apple devices led the pack as the most frequently used smartphone at 31%, followed by Samsung and BlackBerry (not including BlackBerry 10) both at 22%.
Other key findings from the study about wireless customers include:
* the average reported wireless monthly phone bill is $77, an increase of $9 from 2012
* 49% who have data packages report an average monthly spend of $86
* 51% who do not have a data package report an average spend of $65 per month
* customers connect to the mobile Web an average of eight times per day and check mobile email an average of 11 times daily
* customers sent and received more texts over a 48-hour span in 2013 – with 30 on average, compared with 26 in 2012
The chart below ranks how all the full-service and stand-alone carriers included in the J.D. Power study rated in terms of total ownership experience:
|
Total ownership experience index ranking |
J.D. Power.com Power |
|
|
Full-service segment |
for consumers |
|
|
SaskTel |
712 |
5 |
|
Telus Mobility |
699 |
4 |
|
Full-Service Average |
680 |
3 |
|
Bell Mobility |
674 |
3 |
|
Rogers Wireless |
662 |
2 |
|
Stand-alone segment |
for consumers |
|
|
Koodo Mobile |
765 |
5 |
|
Virgin Mobile |
744 |
4 |
|
Stand-Alone Average |
730 |
3 |
|
WIND Mobile |
729 |
3 |
|
Public Mobile |
726 |
3 |
|
Mobilicity |
722 |
3 |
|
PC Mobile |
714 |
2 |
|
Solo Mobile |
713 |
2 |
|
Fido |
704 |
2 |
Power Circle ratings legend: 5 – among the best; 4 – better than most; 3 – about average; 2 – the rest
