Autonomy is an omnipresent trait in wireless customers in Canada, most notably Millennials (born 1982-1994), and this has led to a hands-on approach to resolving issues with their respective carriers by contacting customer service online and using chat tools. This shift in customer care preferences has significantly improved customer satisfaction, according to the J.D. Power 2016 Canadian Wireless Customer Care Study.
The study measures wireless customers’ perceptions of their carrier’s performance in the estimated $22....