To proactively protect our staff and our customers in response to COVID-19, our retail space will be closed until further notice. If you need assistance or would like to ask about our services, our Customer Experience Group is here for you 24/7. Wait times may be a little longer than usual but we promise we will get to you as soon as possible. Thank you for your patience during these challenging times.

We care what you think – Net Promoter Score

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In an effort to learn more about our customers and their needs, Start.ca has launched Net Promoter Score. A week after a new customer signs up for Start.ca internet services, the new customer will receive an email asking them to rate their experience. This program will help us enhance our internal systems and improve our customers’ first impressions. The intent is to take a closer look at what is and isn’t working when it comes to how we deliver service, and use that information to help ensure we are continuing to offer a great customer experience.

A week after a new installation or transfer completed, our Customer Experience Group (CxG) will send customers a single-question survey via email, asking if they would recommend us from 0-10.

Here’s a sneak peak in case you’re curious!

Once the customer has clicked on their preferred score, (0 being “No way would I recommend” and 10 being “I would recommend any day,”) they will automatically be redirected to our website to provide feedback if desired. Depending on the score given, the customer will be asked to do one of the following actions:

  • Let us know what went wrong
  • Let us know how can we improve our services
  • Share their experience with the world

Once completed, a support ticket will be filed to the appropriate Start.ca manager, to resolve any issues that may have been reported.  

We anticipate that Net Promoter Score will lead to faster escalations, allowing us to review and adjust our internal systems proactively to ensure that the Start.ca experience is fast, fair ,and friendly. :) 

 

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