SaskTel, Koodo Mobile dominate J.D. Power Canadian carrier survey

Canada’s regional operators, mobile virtual network operators and sub-brands scored highest in customer satisfaction according to a new survey released by J.D. Power and Associates.
The survey of more than 12,000 wireless customers found that among “full-service” carriers, or those that own and operate their own networks, SaskTel came out on top with a 727-point score, handily beating out its larger rivals Telus Mobility (717), Bell Mobility (688) and Rogers Wireless (674). Those scores were based on a 1,000-point scale.
J.D. Power noted that SaskTel took the top placing for a third straight year, and that its 2014 result was a 15-point improvement compared with 2013. The Saskatchewan-based carrier, which serves more than 600,000 wireless customers, was singled out for strong performances in network quality; account management; offerings and promotions; customer service; and handset factors.
Among MVNOs, sub-brands and what J.D. Power termed “stand-alone segment,” Telus Mobility’s Koodo offering scored highest of all operators covered by the survey with a score of 778. Bell Mobility’s Virgin Mobile brand was No. 2 with a score of 753, followed closely by MVNO PC Mobile, which offers services running across Bell Mobility’s network. The remaining MVNOs and sub-brands covered in the survey all scored higher than the facilities-based operators, with Bell Mobility’s discontinued Solo Mobile (736); Public Mobile, which is in the process of being acquired by Telus (734); Rogers Wireless’ Fido (729); Mobilicity, which Telus is attempting to acquire for a second time (728); and financially beleaguered Wind Mobile (727).
Overall, the survey found overall satisfaction improved by 14 basis points year-over-year to a score of 705. Full-service carriers posted a 14-point increase to 694, while the stand-alone segment also saw their rankings increase by 14 points to 744. J.D. Power cited an average $7 decline in wireless phone bills as having an impact on improving service perception.
Network quality perception remained stable year-over-year at 10 problems reported per 100 connections, though data connection problems among full-service carriers dropped from 16 in 2013 to 14 so far this year. In addition, smartphone penetration increased from 63% of those surveyed in 2013 to 73% in 2014.
The survey also pointed to the recently implemented Canadian Radio-television and Telecommunications Commission’s Wireless Code as having an impact on improved scores. The code states that beginning Dec. 2, all new contract customers will be able to get out of three-year contracts without having to pay a cancellation fee; requires carriers to cap data overages at $50 per month and international data roaming charged at $100 per month; allow customers to unlock devices after 90 days of service or immediately if the device has been paid in full; provides a 15-day return window for customers signing up for new service; and receive a contract that “is easy to read and understand.”
The CRTC code was proposed at the same time that Industry Canada announced plans to infuse new competition into Canada’s mobile space, including rules on spectrum deals and spectrum auctions.
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