Complaints Against Rogers Drop for Fourth Consecutive Year: Down 53% in 2016
Company puts customers in control and saves them time by eliminating the top reasons they call
72% increase in customer satisfaction with self-service through Facebook and Twitter
TORONTO, Nov. 24, 2016 /CNW/ – Rogers had the biggest drop in customer complaints of any major telecommunications company in the annual report of the Commissioner for Complaints for Telecommunications Services (CCTS), the industry watchdog for consumer complaints.
“We know behind every complaint is a person and a family who expected a better experience,” said Deepak Khandelwal, Chief Customer Officer, Rogers. “Our dedicated frontline and operational teams work hard every day to improve our customers’ experience. We’re focused on making things simple, putting our customers in control, and today’s report shows we are making good progress and there’s more work to do.”
In the report, CCTS noted Rogers “has been proactively working… to gain a better understanding of the issues driving complaints [and] we’ve seen a significant drop in accepted complaints.”
The results prove Rogers is working hard with the CCTS to improve its customers’ experience and solve their issues, reporting a resolution rate of 95 per cent – the highest of any major carrier. The company has introduced a number of programs to address the top reasons customers call, including:
- Worry-free roaming with Roam Like Home and Fido Roam.
- Simplified, mobile bill making it easier for customers to read and understand their monthly charges.
- Self-service on Facebook Messenger and Twitter – global firsts that allow our customers to get in touch when, how and where they want.
- Unlimited home internet giving families worry free surfing and streaming at home.
- A data management tool that puts families in control of their wireless data usage.
- Rogers EnRoute that lets customers track when a technician arrives for a service call or installation.
“Time is precious and we know every minute on the line with us is a minute away from something else,” said Khandelwal. “That’s why our innovations are focused on saving our customers time by eliminating the reasons they call. We’ve got more work to do so that our customers have the best experience possible.”
Rogers Communications Inc. is a leading diversified public Canadian communications and media company. We are Canada’s largest provider of wireless communications services and one of Canada’s leading providers of cable television, high-speed Internet and telephony services to consumers and businesses. Through Rogers Media, we are engaged in radio and television broadcasting, televised shopping, magazines and trade publications, sports entertainment, and digital media. Our stock is publicly traded on the Toronto Stock Exchange (TSX: RCI.A and RCI.B) and on the New York Stock Exchange (NYSE: RCI).
SOURCE Rogers Communications Canada Inc. – English