2009 Canadian Wireless Customer Satisfaction Study

Overall Satisfaction: This score is based on how customers rate their Primary Wireless Service Provider overall. Close Call Quality: This score is based on how customers rate their Wireless Service Provider on ability to get calls through on first try, calls free of echoes, local calls free of interference/static, ability to call inside buildings, calls are not dropped, ease of calling outside local service area, size of local service area, and calls free of voice distortion. Close Service Plan Options: This score is based on how customers rate their Wireless Service Provider on variety of rate/price plans, flexibility to change plans without penalty, ease of understanding pricing options, keeping you informed, ease of activating mobile phone, and variety of phones/equipment. Close Cost of Service: This score is based on how customers rate their Wireless Service Provider on fairness of roaming charges, competitiveness of prices, fairness of local call charges, amount of airtime minutes for the price, cost per minute for calls, and fairness of long distance charges. Close Billing: This score is based on how customers rate their Wireless Service Provider on clarity of payments/credit shown on account, effectively communicates account changes, ease of recharging account, methods to recharge account, provides adequate time before minutes expire, and ease of understanding airtime charges. Close Customer Service: This score is based on how customers rate their wireless company on timely resolution of problems, ease of contact, and knowledge and courtesy of representative. Close