Koodo and Virgin lead the pack in wireless purchase satisfaction, Bell and Rogers lag behind, says survey


Koodo Mobile and Virgin Mobile customers are the most satisfied with their wireless purchases, according to the J.D. Power 2017 Canadian Wireless Purchase Experience Study.

In total, Koodo and Virgin subscribers scored 812 (out of a possible 1,000 points) in overall purchase satisfaction. Bell and Rogers customers are the least satisfied, with scores of 775 and 771 respectively.

According to the study, the average customer purchase satisfaction score was 784, up 23 points from last year. The study also revealed other interesting figures regarding customer purchasing habits.

J.D. Power 2017 Study

More people are making wireless purchases online; the number of customers making purchases in-store dropped from 65 percent in 2016 to 61 percent in 2017.

As such, the amount of customers making purchases online increased from 39 percent in 2016 to 42 percent in 2017.

Unsurprisingly, customers aged 18 to 34 are more likely to make online purchases, with 48 percent reporting that they are more likely to shop online than in-store.

The 35 to 44 demographic is 46 percent more likely to shop online in 2017 — an increase of six percent compared to last year.

The study also revealed that customers signing up for a new wireless service, purchasing a phone, or purchasing a tablet are more likely to be satisfied, regardless of age. Satisfaction is lowest among customers changing an existing service.

The J.D. power survey examined satisfaction on six factors: store representative, online purchase, phone purchase, facility, offerings and promotions, and cost of service. Data was gathered from 6,705 wireless customers.

There are over 30 million wireless subscribers in Canada, according to the Canadian Wireless Telecommunications Association.

Source: J.D. Power