News/Press
During “Les Affaires Customer Experience Conference”, new data from the Ipsos Canada Observatory, conducted in partnership with ESCDA Canada, was unveiled.
The data compares customer service habits in Canada and Europe.
First finding: despite differences in markets and consumer habits, behaviors remain very similar.
The use of customer service is nearly equivalent in both regions, as are overall satisfaction levels.
In both cases, consumers are primarily looking for a clear, quick response tailored to their situation.
On the other hand, and despite the rise of digital channels, the telephone—though in sharp decline—remains the go-to channel, particularly when consumers want direct contact or a more efficient resolution.
The reasons for contacting customer service are also quite similar, whether it involves after-sales service, complaints, claims, or orders and/or subscriptions.
The main difference lies in the emotions felt following a negative experience.
In Europe, anger is more prevalent, whereas in Canada, frustration tends to dominate.
In conclusion, Canada and Europe share very similar customer service practices but differ in how consumers experience a negative encounter.
June 2026
Canada vs. Europe: Are customer service habits really that different?
A few weeks to make a decision: stay on the sidelines… or take action.
Today, the companies leading the way are not the ones waiting for change.
They are the ones willing to challenge themselves and truly measure the experience they deliver to their customers.
As customer expectations continue to evolve across Canada, customer experience has become far more than a support function — it is now a real competitive advantage.
Consumers expect fast responses, transparent communication, seamless interactions, and above all, trust.
But beyond brand promises, one essential question remains:
Is your customer experience truly aligned with the standards your customers expect?
With Voted Customer Service Of the Year Canada, every evaluation is conducted under real-life conditions through a concrete, objective, and measurable methodology.
There are only a few weeks left to be part of this journey.
Don’t watch others lead the way.
TAKE ACTION now — before the opportunity passes.
May 2026
Only a few weeks remain
According to the Canadian Customer Service Observatory conducted by IPSOS CANADA for ESCDA CANADA, satisfaction factors are one of the key elements of a successful customer experience. The main ones are friendliness, speed, and the quality of responses. It also appears that investing in training programs is essential to improve agents’ communication and problem-solving skills, aiming fo providing fast and personalized service.Currently, the average level of customer confidence in customer service in Canada is 83%.
Another key factor worth highlighting concerns expectations regarding AI and transparency: in fact, we find that 93% of customers in Canada expect AI to be used in customer service to provide faster and higher-quality responses, but half of them might feel misled if this were not clearly stated in advance.
The complete observatory will be available starting June 3, 2026
April 2026
Customer service observatory- Ipsos Canada
Predictive technologies are promising tools for choosing the actions that will have the greatest impact on customer experience. However, their performance also depends on solid organizational foundations, especially in a context of budgetary constraints.
In these circumstances, how can AI, data and sentiment analysis, measurement tools, and personalization be integrated? Answering these questions is the goal of the 2026 edition of the Les Affaires conference on customer experience on June 2.
March 2026
VCSOY speaker at the 2026 Les Affaires Customer Experience Conference
The 15th edition of the Customer eXpérience Strategies Summit will take place on May 12 and 13, 2026, in Toronto. Leaders in customer experience, customer success, and digital customer experience from Canada's biggest brands will be on hand to present concrete strategies for transforming the way they interact with their customers.
As a Bronze sponsor, VCSOY will have the opportunity to meet these key players in the Canadian market. This is your chance to meet us in person.
Febuary 2026
VCSOY to attend CX Strategies Summit 2026 in Toronto
With the registration period for participants now officially open, Voted Customer Service Of the Year (VCSOY) Canada is reaching out to Canadian companies through various media outlets.
As part of this effort, a communication campaign will be launched in February and March 2026 with the newspaper « Les Affaires ». « Les Affaires » is the leading media outlet for the Quebec business community.
January 2026
VCSOY Canada communicates in Quebec
Voted Customer Service of the Year Award is crossing the Atlantic for the first time and setting out to conquer North America by establishing itself in Canada !
The Canadian market is sensitive to the quality of customer experience:
79% of consumers say they are willing to switch brands if they find that another brand offers better customer service (Hyken study - 2024);
Two negative experiences with customer service are generally enough to lead to brand abandonment (Coveo study - 2023).
In this context, having a benchmark mark of recognition becomes a real asset for companies, offering tangible recognition of their efforts and providing a benchmark of trust for consumers.
Voted Customer Service of the Year Award will enable local companies to measure, compare, and enhance the quality of their customer relationships through a rigorous methodology in line with the expectations of Canadian consumers.
October 2025
Starting VCSOY 2027 Canada
The organizers from each VCSOY country gathered for three days at the Tropicana Club (in the south of France) to share best practices. This meeting allowed everyone to learn from the experiences of other countries and identify ideas and areas for improvement for future editions of VCSOY in each country.
This VCSOY Worldwide community will meet every two years to maintain this positive synergy.
July 2025
VCSOY Worldwide meeting
After France, Spain, England, Morocco, Tunisia and Germany, Senegal joins VCSOY with the first edition of VCSOY 2026 SENEGAL.
The awards ceremony will take place in Dakar in November 2025.
The average quality of customer experience (CX) in Canada declined for a record third consecutive year in 2024, and is now at an all-time low, according to a Forrester 2024 survey. An unprecedented 59% of brands and eight industry averages recorded a decline. Efficiency and ease of experience are also at historic lows. Canadian customer experience managers can use this report to guide their continuous improvement efforts.Customer experience (CX) quality down in Canada.
Quality of customer experience (CX) declines in Canada.
Starting VCSOY 2026 SENEGAL
February 2025
May 2025
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