We’re different – and we’ll continue to be

The Commissioner for Complaints for Telecommunications Services (CCTS) issued its 2013/14 Report earlier this week. The CCTS deserves praise for delivering what is undoubtedly the most clear and user-friendly Annual Report we’ve seen since its inception seven years ago. Kudos to them!

The good news is that the industry as a whole saw a 17 per cent decrease in the number of complaints filed with the CCTS in 2013/14. That’s important progress for our industry. And while clearly not all providers got the proverbial memo, some are moving in the right direction.

We believe at TELUS that the CCTS and its report are extremely important for our industry. That’s why we helped establish the organization back in 2007 and we have been involved since then. One of our team members currently sits as one of three industry Directors on its Board. The annual report it produces is critical because it offers a clear snapshot customer satisfaction and at the same time provides service providers with a benchmark of our performance against the competition. Consequently, we take this report to heart and are committed to consistently improving our customer experience until we reach our ultimate goal of zero complaints. Until then, our work is not done (and even then, we will continue to strive to improve the customer experience).

It was deeply rewarding to see that for the third consecutive year TELUS stood out with the lowest number of complaints of any of Canada’s major national telecommunications providers. In total, TELUS accounted for 5.8 per cent of all complaints filed with the CCTS. That’s 653 complaints across more than 11 million customer connections. Bell accounted for 32.2 per cent and Rogers 21 per cent of all complaints. In short, TELUS’ customers are happier customers and that makes us happy. While our performance led the industry again (especially as measured by the financial analyst’s calculations of complaints per million customers), we recognize that we still have lots of work to do.

We will continue to assist the CCTS with process improvements that ensure a smoother ride for all telecom consumers whose experiences lead them to elevate their concerns to the CCTS. But at TELUS we remain determined to ensure that our customers’ needs are met long before they feel the need to lodge a complaint. We will continue to innovate and extend the superior service our customers have come to expect from TELUS.

Customer loyalty is our industry’s ultimate battleground, and we intend to keep extending our lead. We need to keep listening to customers and innovating because we never want to see a competitor’s headlights in our rear view mirror. At some point down the road our competitors may catch up to where we are today in terms of customer service. While that will be great news for all customers not just TELUS’, when they get there they will find that we have long since moved forward down the road.