Rogers has published its 2015 Corporate Social Responsibility report, which details the first full year of its Rogers 3.0 strategy. One of the key aspects highlighted by the report, which was fact-checked and externally verified by KPMG, is a 26 percent reduction in complaints to the Commissioner for Complaints for Telecommunications Services (CCTS).
Customer service and transparency was noted by the company as one of its key issues in 2015, and to that end, the company says it made improvements to several areas of its business, including daily customer service interactions, problem resolution process and the Office of the Ombudsman.
While a 26 percent drop in complaints to the CCTS is certainly a positive step, the commission itself has admitted that most of the Canadian public is ignorant to its existence.
Perhaps the more impressive numbers, then, are the 13 percent decline in customers contacting the company itself with issues, and 9.6 percent reduction in complaints to the Rogers Office of the Ombudsman. KPMG cautions that such non-financial internal information is subject to inherent limitations, but even so, it’s safe to say that overall, the number of complaints against Rogers have significantly declined.
This can perhaps be linked to several new initiatives to engage employees including a workplace transportation project and increased focus on team and one-on-one meetings. All in all, the company’s employee engagement score climbed to 75 percent, up four points from 2014.
Additionally, the report notes Rogers charitable giving, which totaled $65 million in cash and in-kind community investments, and makes mention of the 10,000 low-income households enrolled in the company’s subsidized Connected for Success internet program.
Lastly, the company touches on its impact on the Canadian economy in its press release, stating it distributed more than $13 billion in economic value in 2015.