Case Study: Rogers Communications Inc.

Rogers Communications Inc was founded in 1960 as a radio station and nowadays, the company is recognised as one of the largest Canadian providers of wireless and cable, broadcasting and publishing services, as well as a major player in sport entertainment. (Hally, April 11, 2016, para. 1). With its operating revenue of $13.4 billion and a profit of $5 billion, Rogers employs almost 26 000 people and provides wireless services to 9.9 million subscribers with a network coverage reaching 93%. In addition, Rogers is responsible for 5 TV channels, approximately 50 radio stations and publishes 25 different magazines (Hally, April 11, 2016, "Current Operations" section, para.1-5). According to CSR Hub, the company performs in terms of CSR a little bit above the average in …show more content…
Although the number if customer complaints against Rogers decreased by 52.5% from 1814 to 861 complaints, it is still a considered to be a high number (Sagan, April 19, 2017, para. 1, 2, 6). Rogers invested additional $100 million to make further improvements to decrease amount of complaints as well as overall need of customers to contact the company through a simplification of processes, improving self-service and employee training. (Rogers Communications Inc., 2016, p. 20-21). To address the issue of multiculturalism and diversity among customers Rogers offers programming of OMNI TV in over 40 languages. Company continues furthermore to pay attention to consumers with disabilities. The company is the only provider of wireless accessibility data and text plan for customers with hearing problems and speech impediments, providing them with trained customer service representatives communicating via phone or online live chat and an internally via feedback program employing disabled people to asses products (Rogers Communications Inc., 2016, p. 25-