A new J.D. Power study released Thursday found that Canada’s cellular networks performance has not changed year-over-year when it comes to the average number of issues experienced by customers – currently at nine problems per 100 connections.
“In our current state of self-isolation, telecommuting and an exponential rise in the use of streaming service —from video conferencing to movies—are stretching network infrastructures to unprecedented levels,” said Adrian Chung, director of the technology, media & telecom practice at J.D. Power Canada, in a news release. “Many consumers are able to take advantage of home Wi-Fi for now but the demand for reliable wireless connectivity will continue in the future and carriers should be mindful of network performance being a key contributor to strengthening customer loyalty and defining value.”
Key findings from the study include:
- 21 per cent of customers indicate they would be less inclined to switch providers if network quality improves;
- Prior to the implementation of stay-at-home restrictions, 91 per cent of wireless customers across all regions of Canada said their wireless data speeds were as expected or higher. 8 per cent of customers indicate they have left their carrier in the past year due to network issues;
- 45 per cent of new customers experienced zero PP100 (Problems per 100 Connections) compared with 38 per cent of existing customers who experienced the same; and
- Wireless usage patterns remain relatively unchanged compared with 2019, based on a 48-hour usage period. Text messages continue to lead in frequency (44) followed by apps (15) and regular voice calls (9).
“In the West Region, Rogers Wireless ranks highest with a score of 9 PP100. Bell Mobility, SaskTel and TELUS Mobility rank second in a tie, each with 10 PP100. The West Region consists of the provinces of Alberta; British Columbia; Manitoba; Northwest Territories; Nunavut; Saskatchewan; and Yukon Territory,” said the report.
