CCTS annual report shows Bell's share of total complaints
decreased for 7th consecutive year
MONTRÉAL, Nov. 30,
2022 /CNW Telbec/ - Bell continues to lead
national telecom service providers in reducing its share of
consumer complaints, according to the 2021-2022 Annual Report from
the Commission for Complaints for Telecom-television Services
(CCTS). While complaints to the CCTS as a whole decreased by 25%,
Bell again outpaced national competitors with an impressive 38%
decrease.
In the 2021-2022 CCTS report, which covers the period from
August 1, 2021 to July 31, 2022, Bell's overall share of complaints
has decreased to 17.2%, down 3.5 percentage points, which was the
largest decline among national providers.
"Our impressive CCTS results highlight the positive effects of
our team's commitment to delivering customer-first service
experiences," said Mirko Bibic,
President and CEO of BCE Inc. and Bell
Canada. "I am so proud of the progress we've made to match
our accelerated broadband network expansion investments with
enhancements to our customer service processes and digital
self-serve platforms. We recognize that the journey continues and
we strive every day to make it easier for our customers to do
business with Bell. Thank you to #TeamBell for clearly making a
difference."
Bell is continuously working to improve our systems and
processes to offer our customers a complete service experience on
their own terms – whether they connect through our stores, by phone
or our award-winning digital channels. This includes creating a new
dedicated queue to support Mandarin and Cantonese customers in
their own language to produce a more personal sales and service
experience for many new Canadians.
Continuing to build on the successful roll out of self-install
options introduced in 2020, Bell now offers Virtual Repair,
enabling customers to run their own diagnostic service checks,
identify local service outages, resolve common issues, connect with
a Bell support team member and book an appointment or technician
visit online if required.
With a record number of customers using our self-serve channels,
Virtual Repair is just one of many improvements introduced
to the MyBell app, which now includes a guided experience for
new customers and improved ordering processes that make it even
easier to complete transactions digitally using your smart
phone.
Quick Facts
- Bell had the largest reduction in consumer complaints among
national providers
- Bell customer complaints dropped 38% YoY
About Bell
Bell is Canada's largest communications company. It provides
advanced broadband wireless, TV, Internet, media and business
communications services throughout the country. Founded in Montréal
in 1880, Bell is wholly owned by BCE Inc. To learn more, please
visit Bell.ca or BCE.ca.
Through Bell for Better, we are investing in the creation of a
better today and a better tomorrow by supporting the social and
economic prosperity of our communities with a commitment to the
highest environmental, social and governance (ESG) standards. This
includes the Bell Let's Talk initiative, which promotes Canadian
mental health through national awareness and anti-stigma campaigns
like Bell Let's Talk Day, and significant funding from Bell for
community care and access, research, and workplace leadership
initiatives throughout the country. To learn more, please visit
Bell.ca/LetsTalk.
Media inquiries
Monte
McAuliffe
monte.mcauliffe@bellaliant.ca
@Bell_News
Investor inquiries
Richard
Bengian
richard.bengian@bell.ca
SOURCE Bell Canada