New bill layout and self-serve options are making life easier for Rogers customers
TORONTO, Dec. 2, 2015 /CNW/ - Rogers showed the biggest improvement in reducing complaints according to the 2014-15 annual report of the Commissioner for Complaints for Telecommunications Services (CCTS) released today. The report shows complaints from Rogers and Fido customers declined by 26.3% this year and 50% over the past two years showing a dramatic customer service improvement.
"Our focus is on saving people time by making it simple and easy to do business with us," says Deepak Khandelwal, Chief Customer Officer at Rogers. "This work won't be done overnight, but we are committed to radically improving customer service and today's results show we're on the right track."
The CCTS report shows that out of more than 12.6 million applicable Rogers customers there were only 2,421 complaints last year, or a 0.019% complaint rate. Bell's complaint rate was 74% higher and Wind's complaint rate was 358% higher.
Other highlights of the report include:
| Indicator |
Rogers |
Bell |
Telus |
Wind |
| Drop in complaints in 2014-15 (#) |
863 |
259 |
184 |
(192) |
| Drop in complaints in 2014-15 (%) |
26.3% |
5.80% |
22.30% |
(37.60)% |
| Drop in share of total complaints (percentage points) |
4.8 |
-2.8 |
0.9 |
(2.5) |
| Drop in complaints over last two years (%) |
49.6% |
10.20% |
40.80% |
(10.50)% |
Khandelwal, who joined Rogers in 2014 with a mandate to improve customer service, says a new simple bill layout, enhanced customer offerings and self-serve options have helped deliver a better experience for customers.
"A good experience requires getting both the big and small stuff right," Khandelwal says. "And it helps that we have great customer care staff who always want to help."
Over the past year Rogers has introduced a number of new services and features including:
- Roam Like Home that offers predictable and affordable roaming to over 75 countries;
- A redesigned bill that makes it easier for customers to read and understand their charges;
- Fido Home Internet that allows customers to easily set up home internet without a technician visit;
- Self-service options so customers can order or change a service without having to call; and,
- Much faster delivery times when customers order a new device online.
About the Company:
Rogers is a leading diversified Canadian communications and media company. We are Canada's largest provider of wireless voice and data 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, and sports entertainment. Our shares are 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 Inc.
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