Feature Article

February 20, 2013

TELUS Launches First Network Experience App in Canada

TELUS, a Canadian telecommunications provider, has just unveiled the TELUS Network Experience, an app that allows customers to get real-time information on the TELUS network. This application is touted as being the first of its kind to be released in Canada.

“We are thrilled to be the first Canadian carrier to launch a dedicated app seeking direct customer feedback for network improvements," said Brent Johnston, TELUS vice president of Mobility Solutions, in a statement. "Putting customers first is at the forefront of everything we do at TELUS and the TNE app is just another example of how we are listening to our customers to improve their overall experience."

With this offering, customers can report dropped calls, failed calls, lack of service, slow connections and poor voice quality over their iOS, Android and BlackBerry devices. TELUS will then use the information they’re gathering to improve the quality of its services. They can also participate in surveys and receive tips on how to maximize their network connections.

The introduction of TELUS Network Experience is part of a strategic plan by the carrier to improve its network by putting customers first. The carrier has eliminated activation fees and has also attempted to streamline its fee schedule. It has introduced flex data plans, data notification and travel roaming options in addition to caller ID and voicemail. It’s also attempted to make device upgrades easier with “Anytime Upgrades” and a “device balance” instead of termination fees.

The effort appears to be paying off, as the company added 41,000 subscribers in the last quarter of 2012. The total subscriber base grew by 33 percent in 2012. TELUS serves 13.1 million customers, over wireless, wireline, Internet and cable TV. It is competing against Shaw, another Canadian telecommunications giant, upgrading its infrastructure over 10 years starting in 2010.

Edited by Jamie Epstein

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