Only 48 percent of Canadians state that they trust telecommunications companies, according to an industry trust barometer study created by Option consommateurs. To reverse the trend, the industry’s very foundations need to be called into question. Here we’ll present a few possible answers.
According to the most recent survey by Leger for Option consommateurs, a certain level of dissatisfaction with several business sectors on the part of customers has been brought to light.
Retail (60%), travel (58%), banks and financial institutions (58%), and insurance (55%) have emerged fairly well from the survey. Study participants consider these sectors to be the most worthy of their trust. Which is certainly cause for celebration!
The food, automotive, real estate, and telecommunications industries achieved lower trust scores: 54%, 51%, 51%, and 48% respectively. However, the satisfaction rate for telecommunications services is relatively high, being 84% for mobile, 79% for Internet providers, and 78% for television, and are significantly higher in Quebec specifically, where satisfaction rates are 89%, 84%, and 84% respectively.
What’s going wrong in the telecommunications industry?
Customers have a number of grievances with the industry. Among them, the higher cost of services remains the main source of dissatisfaction when it comes to mobile (63%), the Internet (53%), and television (63%).
Alexandre Plourde, a lawyer and analyst for Option consommateurs, has noticed this dissatisfaction for quite some time.