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Rogers continuously improving to deliver best customer experience

November 28, 2019


CCTS annual report shows with fewest complaints per subscriber of any national carrier

The annual report released Thursday by the Commissioner for Complaints for the Telecom-Television Services found that the overall number of complaints are up across the industry. For us, while one complaint is one too many, we have started to see progress on our multi-year plan to improve our customer experience. In fact, we had the fewest complaints per subscriber of any national carrier, and are the only one to see a drop in complaints over the last seven years.

Here are some key takeaways from the report:

  • Rogers had 18 complaints per 100,000 subscribers, the lowest of all national carriers;
  • Since 2012-13, we’ve made progress by bringing down our total complaints by over 40% and our share of complaints by nearly 60%, where our largest competitors have seen significant increases over the same period.

As part of our plan we are working to eliminate the most common pain points for our customers. This summer we eliminated data overages with the introduction of Rogers Infinite plans and Fido Data Overage Protection. Our customers also told us they wanted more affordability, choice and transparency, so we introduced device financing with $0 down on devices. We know we have more work to do and we will continue to carefully listen to our customers to deliver the best possible experience.