Bell investments in customer experience drive 26% drop in complaints to CCTS

Mid-year report shows Bell’s share of total complaints continues 4-year declining trend

MONTRÉAL, May 12, 2020 /CNW Telbec/ – Bell today welcomed the release of the mid-year report from the Commission for Complaints for Telecom-television Services (CCTS), which shows a 26% drop in the number of complaints accepted by the CCTS from Bell customers, the best performance among national carriers. Bell was the only major communications provider to see its share of total complaints decline in the report, continuing a trend established over the last 4 annual CCTS reports.

“Bell has made it a strategic imperative to champion customer experience and today’s CCTS results indicate our strategy continues to deliver results,” said Mirko Bibic, President and CEO of BCE Inc. and Bell. “Bell’s investments in our customer experience teams and in technologies like the innovative MyBell self-serve platform are making it easier than ever before for customers to do business with Bell.”

In the CCTS mid-year report, which covers the period from August 1, 2019 to January 31, 2020, the number of complaints from Bell customers accepted by the CCTS dropped 26.3% compared to the year before. At the same time, Bell’s overall share of total complaints dropped by more than 16%.

“Results like these highlight both Bell’s industry-leading investments in network and service quality and our team’s dedication to delivering for our customers – including how well they have kept Canadians connected and informed throughout the COVID-19 crisis,” said Mr. Bibic.

Complaints to the CCTS from across the industry were down 12% overall during the reporting period, due mostly to the decline in the number of Bell customer complaints.