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Telus outperforms competitors in user experience: report

Shruti Shekar
·Telecom & Tech Reporter
·3 min read
A Telus Corporation sign is pictured in Ottawa, Ontario, Canada, November 8, 2017. REUTERS/Chris Wattie

Vancouver-based national carrier Telus topped its competitors in four out of seven user experience categories, according to Opensignal’s bi-annual Canada Mobile Experience report.

The mobile analytics company said in the report that many results saw declines across, which they mainly attributed to the COVID-19 pandemic.

“The Canadian experience has been resilient compared with many countries. But there have been changes in mobile data consumption both in the volume of data and the locations where users are consuming mobile data,” the report said.

“COVID-19 was one of the reasons behind declines that we saw in video experience rankings, voice app experience rankings, and upload experience scores as well.”

On download speed experience, Telus customers had 72.7 Mbps average speeds, outranking Bell (67.5 Mbps), and Rogers (53.9 Mbps).

On upload speed experience, Telus customers had 10.9 Mbps average speeds, outranking Rogers (10.5 Mbps), and Bell (10.3 Mbps).

Telus customers also topped its competitors in video experience, scoring 74.5 points out of 100, it said. Bell scored 72.8, while Rogers scored 69.1 points. To calculate this score, Opensignal directly measured video streams from end-user devices to calculate factors like load times, stalling, and video resolution over the operator’s network.

Telus also scored the highest in the voice app experience category, scoring 79.4 points out of 100, the report noted. Rogers scored 78.6, and Bell scored 78.5 points. The voice app experience measures the quality of experience for over-the-top voice services such as WhatApp, Skype, Facebook Messenger, Opensignal said.

The report analyzed gaming experience for the first time, indicating that Telus edged out Rogers in the category.

“Mobile gamers in Canada have an overall gaming experience that is best described as fair,” the report said.

Gaming experience measures how mobile users experience real-time multiplayer mobile gaming on an operator’s network.

Telus scored 70.9 points out of 100, while Rogers scored 69.9, the report said, adding Bell scored 68.5 points. Telus and Rogers rated “fair,” which means the experience was “average” and in most cases “the game was responsive to the actions of the player with most users reporting that hey felt they had control over the game.”

The report also noted that Rogers “made the biggest strides” in 4G availability, rising from third place to first.

“This is the first time Rogers has won the 4G availability award outright since our January 2016 report,” Opensignal said.

4G availability shows the proportion of time users with a 4G device have a 4G connection, the report noted.

Rogers scored 94.2 per cent, Telus scored 93.2 per cent, and Bell scored 92.2 per cent.

Both Telus and Bell tied for 4G coverage experience, which measures how customers experience 4G coverage on an operator’s network.

Telus and Bell scored 9.6 points out of 10, while Rogers scored 8.3 points.

Opensignal collected over 1.1 billion measurements from over 170,000 devices between April 1, 2020 and June 29, 2020, the report said. Opensignal confirmed in an email that the report was not commissioned research.

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