Mid-year report shows the largest reduction in consumer
complaints among national providers
MONTRÉAL, April 5,
2022 /CNW Telbec/ - Bell today welcomed the release
of the Commission for Complaints for Telecom-television Services
(CCTS) 2021-2022 mid-year report. The report shows that Bell again
leads the national telecom industry in reducing its share of
consumer complaints.
From August 2021 to January 2022, Bell had the largest reduction in
customer complaints among national providers, with a 36% reduction
over the previous year. The share of Bell's overall complaints
decreased by 13%, reducing its share for the seventh year in a
row.
"Bell's strategy to champion customer experience is delivering
results as evidenced again in today's CCTS mid-year report. Our
continued customer-first investments in our network and digital
tools are clearly resonating. The Bell team is more focused than
ever on keeping Canadians connected and I am so proud of the
progress we've made to deliver a stellar experience for our
customers."
- Mirko Bibic, President
and CEO of BCE Inc. and Bell
Canada.
Over the past two years throughout the COVID-19 crisis,
Canadians have depended on communications services more than ever
for remote work and learning. To support customers during this
time, Bell rapidly improved and expanded its digital sales and
support self-service options, developing a multi-channel approach
to its customer experience. Many customers now turn to Bell's
digital options, including visiting MyBell.ca or the award-winning
MyBell app to manage their account and service experience.
Bell has recently introduced new functionalities to make it
easier for customers to manage their services from any digital
channel. This past month, Bell launched an online tool, accessible
via bell.ca or the MyBell app, that enables customers to check for
outages and get updates on the current status of the Bell network
in their area. In addition, we have made it easier for Bell
customers who lost or no longer have their mobility device to
temporarily suspend their wireless service in the self-serve tool.
And, Bell customers who selected the device return option to
purchase their mobility device, now have the ability to return
their device, or trade-in online.
The MyBell app recently won a Gold Award at the 2022 AVA
(Audio-Visual-Arts) Digital Awards in the Business category,
recognized for its quality, resourcefulness and creativity.
Quick Facts
- Bell had the largest reduction in consumer complaints among
national providers
- Bell customer complaints dropped 36% YoY
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
Jacqueline Michelis
jacqueline.michelis@bell.ca
@Bell_News
Investor inquiries
Richard Bengian
richard.bengian@bell.ca
SOURCE Bell Canada