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