Mid-year report shows continued decrease in complaints for Bell,
as complaints increase for major competitors
MONTRÉAL, April 4,
2023 /CNW/ - Bell welcomed the release of the
Commission for Complaints for Telecom-television Services (CCTS)
2022-2023 mid-year report earlier today. The report shows Bell
as the only national service provider to experience a decrease in
complaints during a period where complaints were up 12%
year-over-year across the industry.
From August 2022 to January 2023, Bell experienced a 6% reduction in
complaints, reducing its overall share to less than 15%. Bell's
share of complaints have decreased by 16% year-over year, and an
impressive 55% since the 2018-2019 mid-year report was
published.
"Our continued improvements in CCTS results is evidence that
Bell's strategy to champion the customer experience is working,
even as complaints increase across the telecommunications industry
overall. Our investments in our network, enhanced service and
digital tools are clearly making a difference, as is our
customer-first approach. I want to thank #TeamBell for their
unwavering commitment to keep Canadians connected. I am extremely
proud of our progress."
- Mirko Bibic, President and CEO of BCE Inc. and
Bell Canada.
Bell continues to focus on serving customers on their terms,
whether we're improving our award-winning self-serve
functionalities, or improving internal tools and training that
better support a whole-home service experience from our agents and
digital applications. Over the past year, we've enhanced our outage
notification tool and automated the provisioning of 50 GB
hotspots for most customers with Bell wireless plans during
prolonged internet outages. We have also introduced our self-serve
Wi-Fi optimization tool and improved self-serve guides with
step-by-step processes for same-day service activations, and
expanded our "manage your appointment" application, offering more
customers control over their service experience.
Quick Facts
- Bell experienced a 6% decrease in consumer complaints, while
complaints across the industry were up 12% year-over-year
- Bell's share of customer complaints decreased by 16%
year-over-year and have dropped by an impressive 55% since the
2018-2019 CCTS mid-year report was published.
About Bell
Bell is Canada's largest communications
company, providing advanced broadband wireless, TV, Internet, media
and business communication 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 to create 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 with national awareness and anti-stigma campaigns
like Bell Let's Talk Day and significant Bell funding of 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
Investor inquiries
Richard Bengian
richard.bengian@bell.ca
SOURCE Bell Canada