This report tackles questions around how consumer’s purchase home internet and interact with home internet service providers (ISPs) and bundled services in Canada in 2024. Explored throughout the Report, consumer preferences around internet speed, price, spending habits and bundling will be elucidated, with a particular focus on various demographics such as ethnicity and age. Specific consumer engagement and retention strategies from brands like Bell, Rogers and TELUS, such as flexible pricing models and customizable bundles are also reviewed.
The Report also dives into consumer attitudes towards customer service automation – such as AI chat or phone bots – and misleading advertising around speeds… Finally, the Report also delves into social media trends, which ISPs are leveraging for marketing, and offers an outlook on future market trends based on current economic challenges and demographic shifts.
Moving into 2025, ISPs must focus on affordability, reliability and inclusivity, while harnessing innovative technologies to enhance customer experiences, thereby bridging the digital divide and fostering a more equitable digital landscape for all Canadians.
Michael Lloy, Research Analyst
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