J.D. Power survey says Koodo and SaskTel have the highest Customer Satisfaction in Canada

Ian Hardy

May 9, 2013 12:01pm

J.D. Power have released their annual Canadian Wireless Total Ownership Experience Study. This ranks our Canadian carriers on customer service, retail experience and what smartphones are being used.

Based on feedback from 13,300 Canadians, between September 2012 and March 2013, J.D. Power states that Koodo Mobile takes top spot overall as the carrier with the highest customer service satisfaction (765 out of a 1,000-point scale), followed by Virgin Mobile (744 points), WIND Mobile (729 points), Public Mobile (726 points). Regional carrier SaskTel claimed the best in the “full-service” segment against larger wireless players with (712 points). J.D. Power notes that there’s a “sizable shift in behaviour” in the market this year, specifically that customers are finding more satisfaction with using online self-service than calling a call centre or visiting a carriers store.

As for smartphones, adoption is up 9% from 2012 to 63% in 2013. Apple leads the pack with 31%, followed by Samsung and BlackBerry tied with 22% each. The survey noted that “BlackBerry 10 devices not captured due to sample time frame,” but they would only have a months of sales estimates as the Z10 launched in February.

Other notable findings are:
– The average reported wireless monthly phone bill is $77, an increase of $9 from 2012
– 49% report having data packages with 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 web an average of eight times per day
– Customers check email an average of 11 times per day
– Customers send and receive 30 texts in a 48-hour span, on average, compared with 26 in 2012

Check out the full report here at JD Power

  • Liberal Phone Person

    It would appear that wind mobile and the new entrants arent doing so bad. Price is a huge part of customer satisfaction.

  • FKnm

    Monthly bill – 40$ + TAX (5%) 100% satisfaction – Wind Mobile, that’s simple.

    P.S. If you make simple math, you can find that % of satisfaction per paid $ is highest at Wind Mobile.

    • Allan

      Does Wind have really spotty reception throughout the GTA?

    • Orange Lada

      Not that I’ve seen. Two years ago I’d have said it was somewhat spotty in isolated places, but coverage has improved a LOT.

    • FKnm

      I can say same, they improved covered a lot and you can feel it how it is still growing.

  • ns.dev

    I presently with Koodo, I don’t think I’ve ever had to call for for assistance. Most of my calls to customer service with previous providers was for swapping out CMDA phones, however I did have a bad time with PC near the end that drove me to Koodo.

    Edit: Nevermind, I do remember that when they changed data saver minimum from $0 to $5 they double charged me, customer service was nice and easily reduced the bill for the $5.

  • psygone

    The article mentions customer service satisfaction, while the report is based on Total Ownership Experience.

    “Satisfaction is measured in seven factors: network quality; cost of service; account management; offerings and promotions; customer service; handset; and sales process.”

  • Martin Chan

    Seems like an overall. I 100% love the plan pricing at Wind but everything else, like customer service is a little under par. Reception is great now, they’ve improved a lot over the years. Don’t lose signal unless it’s at campus with super think radioactive proof walls and other weird locations.

  • EvanKrosney

    $65 WITHOUT data? That’s insane! I pay way less than half that and get data!

  • teflon

    Imagine that. The government ran unionized sask tel ranks the highest. I believe they have for a few years now.The bizarre thing is, is that the Sask Party wants to privatize .

  • ineptone

    My Koodo service plan is well priced and featured and I get great coverage. Switching from Telus, to a Telus sub-brand, was a good choice for me. Especially since I purchase my devices outright and don’t have to worry about a contract anymore. Also, the one time I called customer service – immediately after activation – because of data connection issues on my S3 the agent was extremely helpful and professional. I’d recommend the carrier to everyone, except those who want higher subsidies on top-end devices.

  • Orange Lada

    Monthly phone bill $35 plus tax for everything – with WIND.

    If you have good coverage (and it has improved dramatically in last 2 years), Wind is a no brainer.