TELUS’ stakeholder engagement is an important part of our business improvement processes. In 2011, we focused on improving our customer experience with the goal of becoming the most recommended company in the markets we serve. For 2012, we have set a corporate priority to deliver on our future friendly® brand promise by putting customers first. Every interaction our team members have with our customers is an opportunity to listen, gather feedback and ensure our products and services are delivering superior value.
We measure our customer experience using our Likelihood to Recommend (L2R) framework. This framework is supported by the four pillars of products and services, contact experience, brand and reputation as well as pricing and transparency. Every quarter, Canadian consumers are surveyed on whether they would recommend their provider of telecommunications products and services to friends or family members. TELUS also regularly asks our business customers in the small and medium business, enterprise (large organizations) and health sectors how likely they are to refer TELUS’ products and services to their colleagues or other businesses. Responses are used to determine our L2R scores, which provide a tangible measure of how we are tracking to our goal of becoming the most recommended company across all of our markets. We share these results with our team members which allows us to share best practices and identify further opportunities and actions that will benefit the customer experience and customers’ likelihood to recommend our products and services.
Additionally, we have many other touchpoints with our customers each day through various social media tools. To inspire conversations and decisions that help TELUS grow, we monitor and engage with customers directly through Facebook, Twitter, YouTube and LinkedIn in both English and in French (Facebook and Twitter).
For more information, visit the Customer section of this report.