Bell continues to champion customer experience and leads industry in CCTS performance improvement
Apr 5, 2022
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.
- Bell had the largest reduction in consumer complaints among national providers
- Bell customer complaints dropped 36% YoY
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.
SOURCE Bell Canada