Improving Telecom Services for Seniors: Key Insights and Solutions
The National Pensioners Federation (NPF) recently participated in the CRTC’s Consumer Advocacy virtual roundtable sessions, where we shared valuable insights into the challenges seniors face when dealing with telecom service providers. In our effort to amplify senior voices, we conducted a survey that gathered 223 responses, shedding light on the barriers that make it difficult for older adults to access and navigate services like television, internet, and mobile plans.
This blog post summarizes the findings from our survey, highlighting the key issues and providing actionable recommendations for improving the telecom experience for seniors.
Key Challenges Identified
From the survey responses, we identified several common challenges seniors face when dealing with telecom services:
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Communication Barriers: Many seniors struggle to understand representatives due to accents, fast speech, or technical jargon. This is especially difficult for those with hearing impairments.
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Customer Service Issues: Long wait times, limited access to in-person support, and over-reliance on automated systems made it harder for seniors to get help when needed.
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Complex Pricing and Offers: Hidden fees, aggressive upselling, and inconsistent loyalty discounts were major pain points, making it hard for seniors to understand and manage their telecom plans.
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Technology and Accessibility: Many seniors find it difficult to navigate digital services or technology. A lack of clear instructions and printed materials adds to the frustration.
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Financial Strain: High and rising costs, particularly for those on fixed incomes, were cited as a major barrier. Affordable, senior-friendly plans are scarce.
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Transparency and Accountability: Poor communication about service changes, upgrades, or penalties for cancellations often left seniors confused and frustrated.
Suggestions for Improvement
To address these challenges, we suggest the following improvements:
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Enhanced Communication: Telecom providers should hire representatives who are fluent in both English and French and can speak clearly. Support for hearing-impaired customers—like text options—would also go a long way.
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Improved Customer Support: To reduce long wait times, a dedicated senior helpline should be established. In-home troubleshooting services and reduced automation would also help seniors feel more supported.
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Simplified Pricing and Plans: Telecom companies should offer transparent pricing without hidden fees, senior-specific discounts, and customizable packages. They should also maintain consistent loyalty discounts.
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Better Information and Training: Providing printed materials, clear guides, and even one-on-one sessions would help seniors feel more confident using digital services.
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Lower Costs: Pricing should align with inflation and focus on offering better value for seniors, particularly those on fixed incomes.
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Greater Transparency and Accountability: Clearer contracts, better communication about service changes, and a stronger emphasis on resolving customer complaints are key to improving satisfaction.
Customer Feedback Insights
When seniors were asked to rate their experiences with customer support, the results were concerning:
- 33% rated their experience as Very Poor.
- 28% rated it as Poor.
- 27% were Neutral.
- Only 12% rated their experience as Good, and just 2% said it was Excellent.
This data reveals that a large portion of seniors are dissatisfied with their telecom service experiences, highlighting the need for urgent changes.
Conclusion
The feedback gathered from seniors underscores significant dissatisfaction with current telecom customer support, particularly when it comes to communication, pricing, and accessibility. By implementing the suggested improvements, telecom providers can create a more inclusive and senior-friendly experience, leading to better customer satisfaction, loyalty, and trust.
For those looking for a more in-depth look at the survey findings email amy.mcquaid@npfmail.ca
By addressing these concerns, telecom providers have an opportunity to improve not just their service quality, but also their relationship with the senior community—creating a more transparent, accessible, and customer-friendly environment for all.
