Koodo has earned some serious kudos.
The mobile provider has been named Canada’s best stand-alone wireless company in a study conducted by research firm J.D. Power and Associates.
Koodo scored 752 out of a possible 1,000 points to top the annual Canadian Wireless Total Ownership Experience Study, placing ahead of PC Mobile (730) and Virgin Mobile (725). The company scored well in both the cost of service and offerings and promotions categories, said J.D. Power.
SaskTel ranked highest in customer satisfaction among full-service carriers with a score of 699, scoring well in the network quality, offerings and promotions and customer service categories. Telus Mobility was the runner-up with 693 points.
The results are based on interviews with 14,000 mobile phone users conducted in October and March. Satisfaction is determined by seven factors: network quality; cost of service; account management; offerings and promotions; customer service; handset; and sales process.
Koodo has ranked either first or second in the survey each year since its launch in 2008.
“We know the market is full of great competitors, so it really speaks to how Koodo’s focus on the customer sets us apart in a highly cluttered marketplace,” said Kevin Banderk, chief Koodo officer, in an e-mail interview. “It builds on the fact that we are Canada’s most recommended wireless provider because Canadians see the benefit of our simple and fair approach to wireless.”
Koodo employs what Banderk characterized as a “stress-free approach” to wireless that includes no-term contracts along with voicemail and caller ID for every rate plan.
“Wireless can often be a stressful and complicated industry,” said Banderk. “We take pride in the fact that we focus on the customer needs and put our energy into creating a simple, dependable and fair service for customers.”
The acknowledgement by J.D. Power will be incorporated into the ongoing marketing strategy positioning Koodo as the country’s most recommended wireless provider, said Banderk.
The J.D. Power study found that overall wireless satisfaction in 2012 improved by 37 index points to 685. The company attributed the increase to “significant” satisfaction increases in cost of service (+51 points) and account management and offerings and promotions (+38 points each).
The study also found that the average wireless customer:
• sends and receives an average of 26 texts in a 48-hour span, up from 19.5 in 2011
• conducts nine incoming/outgoing calls in a 48-hour span, down from 10 in 2011
• has used the same device for more than 20 months, up from 18 months in 2011
• experienced an average hold time of 6.7 minutes before speaking to a representative via their carrier’s call centre
It also found the average smartphone customer spends $3.20 per month on apps and uses an average of 3.7 apps per week.
