Videotron determined to remain first in customer experience

November 24, 2016 - Press Release

Montréal, November 24, 2016 — The latest annual report from the Commissioner for Complaints for Telecommunications Services (CCTS) proves again that Videotron is the leader in customer experience, as the Forrester Customer Experience Index also shows.* Videotron accounted for only 4.9% of all complaints about telecommunications service providers in Canada in 2015-2016, among the lowest. The report also shows that Videotron has one of the highest complaint-resolution rates. 

“The focus on customer experience is in our DNA,” said Manon Brouillette, President and CEO of Videotron. “Day after day, we apply all our know-how to maintaining our lead on this front. But we must continue to improve, particularly in mobile service, which accounts for 50% of all customer complaints. We are very proud of where we are in mobile after only 6 years. The expectations are high and we fully intend to continue investing all our efforts in continuously improving our service and delivering the best customer experience anywhere.” 

Videotron (, a wholly owned subsidiary of Quebecor Media Inc., is an integrated communications company engaged in cable television, interactive multimedia development, Internet access, cable telephone and mobile telephone services. Videotron is a leader in new technologies with its illico interactive television service and its broadband network, which supports high-speed cable Internet access, analog and digital cable television, and other services. As of September 30, 2016, Videotron was serving 1,695,700 cable television customers, including 1,570,800 Digital TV subscribers. Videotron is also the Québec leader in high-speed Internet access, with 1,596,100 subscribers to its cable service as of September 30, 2016. As of the same date, Videotron had 867,700 subscriber connections to its mobile telephone service and was providing cable telephone service to 1,265,100 Québec households and organizations. For the eleventh consecutive year, Videotron was ranked as Québec's most respected telecommunications company in the annual Léger survey. 

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* Videotron received the highest customer satisfaction score among wireless, TV, and Internet service providers in Forrester's Canada Customer Experience Index 2016 survey, and received a Best in Class ranking (a top-15 brand) among wireless service providers. The ranking was based on responses from 74,379 respondents in Canada measuring 193 brands. The survey results are based on consumers' opinions of their experiences with the brands in the survey. Forrester does not endorse any company included in any Customer Experience Index report and does not advise any person to select the products or services of any particular company based on the ratings included in such reports.

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Merick Séguin

Advisor, public relations

(514) 380-7069

Élodie Girardin-Lajoie

Vice-President, Corporate Affairs