Canadians worry about the most connectivity when it comes to their wireless network providers, according to a new report by Jie Di Power.
2019 Wireless quality study study examined the wireless of Canada was asked and asked the Canadians level of their satisfaction, and their concerns. Three spheres of influence were taken into account: calls, messaging, and data connections.
"Data problems continue to drive the numbers we see and that's where most of the problems are experienced," says Adrian Chung, JD Power. "It went from the quality of conversation like a dropped call or voicemail, which were once challenges.Now, it's really around data and connectivity, and without it people are doing crazy things."
Chen says that the overall network quality continues to improve, at least in relation to this study, and there is "one point distinction between the different regions, so there is consistent performance from a network perspective," he adds.
Telus Mobility ranks highest across the board both in the East and West regions as well as in Ontario. Bell Mobility came second, tied to Bell MTS and SaskTel in the west, and connected with Videotron in the east. The study studied the problems for 100 connections (PP100), with feedback from 13,900 respondents interviewed in February and March 2019.
JDI, which was asked about "virtual operators," such as Kodu, Fido and Virgin Mobile, but not rated as eligible because they do not have their own network (but their sister companies).
Telus had the few problems reported by their customers per 100 interactions, and while overall network quality received a good score, Chung notes that consumer expectations are built on promises. Do people realize if they are on 4G LTE or not? How about when 5G rolls?
"With consumer perceptions we often do not even know, or are lost in some cases," explains Chung. "When people talk about 5G's on the promises made.Consurers make promises and set expectations that may be difficult for the consumer to actually measure.
It should not come as a shock that the younger Canadians (Gen X, Y, Z) are larger than data dogs than older generations (Pre-Boomers and Boomers), or perhaps that number of applications used almost doubled with each generation through Gen Y , According to JD Power findings.
Z Gen customers have sent and received an average of over 90 text messages within the past 48 hours, compared to 12 text messages sent and received by Pre-Boomers. The most common applications used by Gen Y and Gen Z were instant messaging (72% vs. 78% respectively), social networks (70% vs. 75%), listening to music (65% vs. 81%) and mobile payments percentage).
For Gen Gen customers, 13% said data speeds were higher than expected, followed by Gen Y (9%), Gen X (7%), Boomers (7%) and Pre-Boomers (2%). Improved technology and better hardware are factors to be considered with this satisfaction.
The price also played a part in satisfaction: 40 percent of Gen Z customers stated price as the main reason for ending contact with the supplier. Gen Y and Gen Z customers rated wireless providers lower reliability, even compared to other generations.
"Lower network quality ratings are more likely to replace suppliers," says Cheng.
J. D. Power defines groups of generations as "Pre-Boomers" (born 1946), Boomers (1946-1964), Gen X (1965-1976), Gen Y (1977-1994) and Gen Z (1995-2004).
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