Skip to primary navigation or Skip to search
 

Customer results

 

Meeting and exceeding our targets

This section of the report is a summary of TELUS’ key economic, social and environmental performance results for 2011 and 2012 targets. To determine the content of each report, TELUS assesses the CSR materiality of certain aspects of its business, as well as using the pertinent Global Reporting Initiative (GRI-G3) reporting guidelines to help direct its disclosure. The GRI-G3 guidelines provide a baseline for the type of discussion, as well as the volume and type of metrics that can be found within the report. For the second consecutive year, we have received assurance on key indicators and as a result have self-assessed our GRI-G3 compliance level as “A+”.

 
 
 
  • Exceeded Target
  • Met Target
  • Did not meet target
  • Not applicable
Performance measure 2011 target 2011 results 2012 target1,2 GRI-G3
Likelihood to Recommend Baseline to be established Baseline established with the following results achieved:

Consumer – 69%3
Small and medium business (SMB) – 38%
Enterprise – 55%
TELUS Health and Finance Solutions (THFS) – 70%		 Consumer – 77%4
SMB – 45%
Enterprise – 60%
THFS – 77% 		-
CRTC and CCTS complaints 2,000 2,385 2,6235 -
CCTS complaints resolved or closed at pre-investigation stage 75% 86% 75% -
Wireless churn per month 1.66% 1.68% We will continue to track but no longer report on a target for this metric -
1

Refer to Caution regarding forward-looking statements summary.
2

Likelihood to Recommend ranges amongst competitors in each market were as follows: consumer - 62 to 88 per cent, SMB – 37 to 51 per cent, Enterprise – 30 to 55 per cent, THFS – 33 to 75 per cent (for TQ business only).
3

2011 Consumer Likelihood to Recommend is 70 per cent with inclusion of Koodo results.
4

2012 Consumer Likelihood to Recommend target reflects the inclusion of Koodo results.
5

TELUS expects the number of complaints filed against all telecommunications service providers with the CCTS will continue to grow as the organization becomes better known.