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How the customer service of Canada’s mobile providers stacks up

No. 8: Rogers Wireless
Rating: 713
(THE CANADIAN PRESS/Darren Calabrese)

Which Canadian wireless provider has the best customer service?

It’s never fun to have something go wrong with your cellphone or to have issues with your bill. Trying to get a problem fixed can often mean having to take a trip to your provider’s kiosk at the local mall or spending time on hold waiting to speak to a customer service representative.

While customers report that some carriers treat them with courtesy and concern, and have representatives that seemingly know what they’re talking about, others don’t have the same level of service.

Market research firm J.D. Power sought to find out how Canadian mobile providers stack up in these areas.

Its 2017 Canadian Wireless Customer Care Study surveyed more than 5,550 wireless customers between September and October 2016 as well as in March 2017.

Respondents were asked to rank their carriers based on the following four factors listed in order of importance: phone customer service representative, in-store service, online service and phone automated response system.

Mobile providers were ranked based on a 1,000-point scale. Those with customers who are delighted with their service are carriers that achieved satisfaction scores above 900. The industry average was 746.

Click through the gallery to see how your mobile provider fared.