Archive for the ‘Customer experience’ Category
Ever had a suggestion on how Rogers could improve your customer support experience? We know you have. That’s why we’re introducing ROGERS™ Idea Box, a place where you can post new ideas and vote on and share ideas from other customers.
ROGERS Idea Box is just one of the many new ways Rogers is listening to our customers to help improve the customer experience. We’re constantly striving to make your Rogers experience as smooth and easy as possible, and want your great ideas to help us continue to improve!
Share your idea
It’s easy to participate: just sign on to ROGERS Idea Box and post your big idea. Then share your idea with family and friends and get them to vote the idea up using the “like” button. You can also contribute to other ideas by voting, commenting or sharing them.
How it works
The most popular ideas, as voted by the community, will be reviewed by our team to help us improve our processes and your experience. Starting today, we’re taking your ideas about: Service and Support, Rogers Stores, Rogers.com and the MyAccount app. We’ll also keep you updated on how your idea is doing.
See your idea in action
If your idea doesn’t get likes or comments, it may not change in status. Don’t be discouraged if your idea isn’t voted on right away. Try to explain the value of your idea in your post so that other members of the community can get excited about it too.
We know you’ve got great ideas to share so get started!
At Rogers, we take our commitment to listening to you, our customers, seriously. Not only do we have a process in place for you to voice your concerns and resolve your issues quickly, we’re also the only telecommunications provider in North America to have an Ombudsman to provide an independent review of your unresolved concerns.
In 2012, 91 per cent of customers were satisfied with the Ombudsman’s resolution, according to the recently released Annual Report. As well, the majority of customer cases received by the Office of the Ombudsman were resolved within 30 days.
However, 74 per cent of cases submitted to the Ombudsman may have been resolved sooner by following the Rogers Four-Step Complaint Resolution Process:
- Step 1: Contact our Customer Care Centre – our team is available by live chat, phone, regular mail, or through social media: on Twitter we’re @RogersHelps, @RogersVousAide or you can find us on Facebook.
- Step 2: Request to speak with a manager at our Customer Care Centre
- Step 3: Contact the Office of the President
- Step 4: Write to the Office of the Ombudsman, either by mail, fax or email.
The Office of the Ombudsman is the last step in our Four-Step Complaint Resolution Process, and most customer concerns get resolved quickly and efficiently by our Customer Care agents. But in the rare event that your concern can’t be resolved in the first three steps of our standard escalation process, the Office of the Ombudsman is there for you.
Click here to read more of the Office of the Ombudsman’s 2012 Annual Report.
Merci, danke, gracias … there are a million ways to say thank you. But sometimes words just aren’t enough to express your gratitude. So, we’ve created a new loyalty program with a slew of great rewards to say thanks to our customers.
Rogers First Rewards is designed to give you more of the innovative technology you want from Rogers. There’s no card to carry and no registration fees. You simply need to be an eligible Rogers customer and keep using your Rogers services to earn points that can be redeemed for items from a growing catalogue of rewards.
What can I get with my points?
There are a ton of rewards up for grabs, including U.S and international roaming packs, long distance calling and talk packs – services and products that you’re already using or want to try. In regions where we offer cable, internet and home phone, we’ll be adding rewards such as upgraded internet packages; home phone long distance; premium TV content and Rogers On Demand movies. We’ll be adding even more cable, media and wireless offers as the program expands across Canada.
How do I start earning points?
We’re rolling the program out regionally. If you’re an existing customer, you’ll be contacted by mail or email when the Rogers First Rewards program is available in your region. New customers in regions where the program is available will be automatically enrolled.
When does it start?
The program will kick off this summer, and will continue to roll out across Canada in the coming year. So stay tuned for more details on how the program will work and what kinds of rewards we’ll be offering.
Update July 31, 2013: We’re pleased to announce that the Rogers First Rewards program is now available in London, Ontario!
Update, Nov. 12, 2013: We’re pleased to announce that Rogers First Rewards is now available in across Southwestern Ontario! And starting today, the program will begin rolling out to the Greater Toronto Area, followed by Ottawa, Kingston, Sudbury and other cities across Ontario!
Update, Nov. 25, 2013: We’re pleased to announce that starting today, Rogers First Rewards will begin rolling out to customers in Atlantic Canada!
Update, Dec. 5, 2013: Customers can now use Rogers First Rewards points towards wireless hardware upgrades, starting at $5 off for 500 points!
Ottawa blogger Rebecca Stanisic has been test-driving our Rogers Smart Home Monitoring system for six months and recently blogged about her experience. The good news? She loves her Ultimate Home setup, which includes all the bells and whistles: an outdoor camera, glass breaks, a water alarm, carbon monoxide detector, temperature control, motion detectors and door/window alarms, as well as the central control hub.
Or, in her own words:
“Most of my friends and family when they ask me about the system want to know one simple answer: Do we like it? I can summarize this post with this easy statement and spoiler alert: We are extremely happy with the system (I’ve been known to use the word love) AND will likely be purchasing a plan when my year of review is done. (Stay tuned in December for a final post to see what our final decision is!).
So what are we liking about it? I’ll start with the monitoring set up. It’s very similar to our old system – there’s a station that is monitoring our alarms, and when needed will send police to the home, if we don’t request otherwise. That for us hasn’t changed. However, here’s a big difference. Our false alarms are handled much more efficiently. When we forget to turn off the alarm and open up the patio door, setting it off, we can disarm instantly and rather than having to wait for the monitoring station to call and for us to report a false alarm, if we disarm it within a short amount of time, the monitoring station isn’t notified. Perfect.”
Check out her blog for her full review, including a breakdown of the individual features and where she’s hit some snags with the service.
What safety features give you peace of mind when you’re away from home?
Jennifer is a regular contributor to RedBoard.
Whether it’s bank statements or utility bills, paperless billing is becoming increasingly common. At Rogers, we believe that paperless billing is the way to go for a bunch of reasons. For one, it reduces paper, which saves trees and the environment. You may have seen a bill message related to online billing with your latest Rogers invoice. Let’s have a look at what’s changing:
$2 Paper Invoice Fee
We implemented a paper invoice fee back in August 2011 for new wireless customers or existing wireless customers who made certain changes to their account. We recently reached out to any of our existing wireless customers who haven’t made one of those changes to their account and asked them to make a choice: (i) enroll in online billing for free, or (ii) continue with paper invoices for a monthly fee. Should you decide to continue with paper invoices, you’ll be charged a $2 per month paper invoice fee (plus applicable taxes) starting on your first invoice on or after April 9, 2013.
How do I enroll in online billing?
To switch to online billing, just set up and login to your My Rogers account and select “Enroll in Paperless billing.” For more information, go to www.rogers.com/onlinebilling
Is Online Billing Mandatory?
You always have a choice to enroll in online billing or continue with paper bills. Go to www.rogers.com/contactus to speak with a customer service representative or reach out to us on Twitter via @RogersHelps to discuss your options.
How do I know if online billing is the right option for me?
Only you know if you can do without your paper invoice. Know that by switching to online billing, not only will you be doing your bit for the environment, you’ll also be able to take advantage of other benefits, like:
- Anytime, anywhere online access, 24/7
- Up to 18 months of billing history in one convenient location
- Detailed billing and easily downloadable for further analysis
Why are you making this change?
As a company, we care about the environment and our goal is to reduce as much paper waste as possible. Encouraging customers to make the choice to go paperless is part of our ongoing effort to be more environmentally conscious. In fact, Rogers saved more than 992,000kgs of paper by issuing online versus paper bills in 2012. We’ve also reduced our own internal paper usage by 19 per cent in 2011.
We’ve also made significant enhancements to our online customer portal, and now offer additional tools and resources to help you better manage your bill and accounts online. Remember, you can always download and print your bill through the online portal.
If you’ve already made the switch, do you encourage your friends to go paperless?
Brooke is a new contributor to the Redboard blog. Welcome Brooke!
It started in 2005 when Harp accidentally dropped the BlackBerry 7700 in a lake while on a camping trip. Despite the accident, his work gave him another BlackBerry, this time a 7500. After he left that company, the Whitby, Ont., resident continued to buy his own BlackBerrys.
“I have since avoided keeping them in my pockets when I’m near large bodies of water,” Harp admits.
Amidst a flurry of media activity, Harp was one of the first Rogers customers to reserve his BlackBerry Z10 on the Rogers Reservation System in December. He was also part of our event at Rogers headquarters on Feb. 5, when he became one of the first people in Canada to receive his Z10.
We caught up with Harp to see how he likes his new BlackBerry, what he thinks about the Z10 and why being a BlackBerry fan is sometimes like being a Toronto Maple Leafs fan.
Q: It’s been more than a week since receiving your Z10, what do you think about the device so far?
A: So far, I’m enjoying the device. I like the new user interface, the responsiveness when navigating the phone and the general “freshness” of the operating system .
Q: You were one of the first Rogers customers to reserve the Z10, why were you so excited about BlackBerry 10?
A: For me, remaining with Blackberry is a lot like being a Toronto Maple Leafs fan. Just because they aren’t doing well, doesn’t mean you jump ship and start being a fan of the Montreal Canadiens, even though times may be tough. I guess I have been rooting for them to make a comeback since they are a Canadian company.
Q: What’s the one new feature that you like best?
A: Multitasking. It’s handy and convenient to be able to swipe into the BlackBerry Hub to check any incoming messages, while the application I was in remains active.
Q: How has the transition over to BlackBerry 10 been for you? Was it easy to pick up?
A: For the most part it was pretty easy. Since all of my previous devices had a physical keyboard, it did take a few days to get used to typing on the virtual keyboard.
Q: Tell us what it was like to be a part of the event at the Rogers event on launch day.
A: It was great, although I wasn’t expecting it to be such a big event and to be in the media like that!
Q: What kind of people would you recommend the Z10 to? Why?
A: I guess everyone! Current BlackBerry users who are looking to upgrade will enjoy the new operating system simply because the older platform had become quite stale.
Q: This is the first LTE powered BlackBerry. What impresses you most about the Rogers LTE network?
A: The speed while browsing or downloading apps or streaming video is very impressive. It’s great that it’s available in the major geographical areas across Canada.
How are you enjoying your BlackBerry Z10?
Roam where you want to with Rogers: Introducing worry free Wireless Data Roaming Rates in the United States
Canada spends more time online than any other country. And we know you want to be just as connected while travelling outside of Canada. But you’ve also told us that the cost and complexity of roaming rates get in the way of using your phone on the road the same way you do at home.
We’ve heard you. And that’s why we’re launching a new wireless data roaming rate for customers travelling to the United States.
Our new roaming rate, which launches this spring, is designed to be an easy and worry-free roaming solution. Here’s how it works:
- For a rate of $7.99, customers will get access to 50 megabytes of data over a 24 hour period while travelling in the U.S.
- The new rate will provide customers nearly twice the data that they would typically use domestically
- Customers will be alerted before reaching 50 MB which means they will be able to control their roaming costs.
- It will be available to all Rogers wireless consumers and business customers
Why 50MB per day? The roaming rate was designed to give customers the maximum amount of data for the lowest price. Currently, more than 99% of our customers use less than 50 MB of data per day when roaming. Here are some examples of what 50 MB will allow you to do on your trip in the U.S.:
- Browse 50 maps or
- Browse 200 web pages or
- Send 1,000 emails or
- Send 5,000 Tweets or
- Send 128 photos
Do you use your phone differently while travelling than you do at home? Will this new rate help you to roam worry free?
Michelle is a regular Redboard contributor.
We get a lot of questions here on RedBoard about device unlocking. How does it work? What are the restrictions? What does unlocking even mean?
Here’s a quick guide.
So what is unlocking anyway?
By unlocking your phone, you can use your wireless device with a SIM card from another mobile carrier. This is a great benefit to customers spending extended time away in other countries that need to stay connected.
What are the restrictions?
When you purchase a wireless device on a new or existing Rogers account at full price, you are eligible to unlock it immediately.
For those customers who are under a term commitment, we have made some changes to our device unlocking policy to give you more flexibility in the way you use your wireless device. In March 2013, we’ll be changing our policy so that you no longer have to wait until you complete your full term commitment – you can unlock 90 days after activating your device on the Rogers network. We’re also making it even easier for you to have your phone unlocked by bringing it to any of our Rogers retail stores.
How much will it cost?
You can unlock your device for $50 plus applicable taxes.
Update March 6th, 6pm: Hi everybody. We’re happy to announce that our new unlocking policy will be implemented effective March 28th.
Patricia is a regular Redboard contributor.
One of the reasons we started our Weekend Reading series is because of the sheer volume of things happening in the tech world, from innovations and advancements, to product releases and events. This week alone: we saw the launches of BlackBerry 10 and the new Rogers Wireless Innovation Centre. It doesn’t stop there. We also look ahead at what to expect in 2013 from mobile commerce. Happy Friday everyone!
BlackBerry introduces BlackBerry 10
Without a doubt, this week’s top story was the worldwide introduction to the new BlackBerry 10 platform. Just about every tech blog in the universe reported on the news, eager to demo their favorite features and share their insights.
We were lucky enough to not only attend the BlackBerry media event in Toronto, but get an exclusive hands-on video showcasing the BlackBerry Z10. The device is available to Rogers customers as of February 5th but you can pre-register for yours today through the Rogers Reservation System.
Here’s a roundup of our picks for some of the best live coverage available online, so you can catch up on everything BlackBerry:
Tech Crunch: Live feed from NYC
Gigaom: Live feed from NYC
Tech Vibes: Live feed from Toronto
Mobile Syrup: Live feed from Toronto
Will you be making your next smartphone a BlackBerry Z10?
Rogers New Wireless Innovation Centre
It was a busy week at Rogers, and not only because of the BlackBerry 10 launch. We announced this week that we’ve opened a new Wireless Innovation Centre in Toronto to help accelerate innovation and adoption of connected wireless tech in Canada.
Our very own President and CEO Nadir Mohamed joined executives from SAP, Women’s College Hospital, and Canadian Tire at a round table discussion on connected technology, where they talked about how big data and analytics will affect Canadian businesses and consumers. Here at Rogers, we are expecting to surpass one million M2M connections before end of year.
We also took this opportunity to show off the new space by showcasing hands-on demos of technology that businesses and consumers use today including ATMs, parking meters and GPS locating tools.
Nadir was quoted at the event: “Internet is the foundation for a truly digital world and as our lives become increasingly connected we will see an explosion of valuable data for businesses, governments, healthcare providers and consumers. To position Canada at the forefront, we are making investments in networks, strategic partnerships, and big data and analytics platforms to build a robust ecosystem that will power a connected future for Canada.”
With our Toronto launch, we’ve expanded our network of Wireless Innovation Centres, which were already up and running in both Montreal and in Vancouver. Check out what the folks at The Globe & Mail, Digital Home and Cartt had to say about the event, and visit www.rogersm2mbusiness.com to learn more about Rogers M2M business.
Mobile Commerce will be huge in 2013
Shoppers are already using their devices to redeem coupons, research products, and make online purchases. As a result, we’re seeing trends that include mobile payments, tablet commerce, and local mobile marketing – all key factors in looking at where mobile commerce is headed for 2013.
The Business Insider cites a recent report from BI Intelligence which explains that the rate of mobile commerce growth, coupled with the availability of mobile payment solutions, tablet consumers, mobile marketing, and mobile fashion apps, combine to provide indicators that clearly show that mobile shopping is on the rise. BI Intelligence gives a great overview of these stats and shares thoughts on mobile commerce based on this data.
Check out the full article and let us know what you think in the comments below. The Business Insider definitely resonated with me since we committed to mobile payment in November, after launching a mobile payment solution in partnership with CIBC. I can’t wait to see what’s ahead for 2013!
Kelly is a regular Redboard contributor.
While 60% of Canadians give themselves a B grade or higher for overall tech savviness, only 4% actually earn that grade. When tested on online security, data usage and roaming, 64% got most of the online safety questions wrong, 60% are stumped by data usage and 47% don’t understand roaming. The good news is that 87% of you are interested in learning more, with 83% of you open to using a website dedicated to helping consumers improve their tech knowledge.
You asked, we delivered. Today we’re launching Tech Essentials, a new program that provides Canadians with a deeper understanding of how to safely and properly use today’s technology. Tech Essentials provides information ranging from how to make smart and safe digital choices to resources for parents managing their child’s online use.
Tech Essentials content can be accessed through your laptop or on your mobile device, and includes how-to videos that you’ll want to check out. Here’s one on Safe wireless habits for kids:
From roaming to billing, to choosing the best device for your needs, Tech Essentials covers the must-know subjects that are relevant to most Canadians. Since online safety is important to us here at Rogers, we’re working with non-profit organizations MediaSmarts and the Canadian Centre for Child Protection to promote safe technology use through this program. We’re also proud that the Tech Essentials site has been accredited by the independent organization Parent Tested Parent Approved.
Why not test your own Tech Essentials knowledge right here and now? Did you know:
… that roaming charges are applied to text messages? Neither did more than one quarter of Canadians (28%)
… that text messages are separate from data allotment. You’re not alone: 82% of Canadians were unaware of this fact
… that your device’s security settings and software determine how safe you are when using Wi-Fi to connect to the Internet? More than two-thirds (68%) of Canadians did not know or believe this fact.
How tech savvy are you? Take our online quiz at www.rogers.com/techessentials to find out!
UPDATE: January 21 2013, 9:40 am. You can access our Tech Essentials Communications Technology Savviness Survey Summary Report on Slideshare, for more information on our survey and its methodology.
Michelle is a regular RedBoard contributor.