Telus 2013 Annual Report Download - page 16

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Annually, we conduct team member Pulsecheck engagement surveys, administered by
Aon Hewitt, to gather confidential team member feedback about TELUS as a place to
work, in order to measure our progress in establishing a high performance culture at
TELUS. Following each survey, business units and departments use their Pulsecheck
results to review their current action plans and prioritize their continuing actions. In 2013,
our employee engagement score increased by three percentage points to 83%, following
a 10 percentage point increase in 2012. Significant increases in employee engagement
in each of the last three years have helped us focus on putting customers first.
In addition, we have incurred incremental, non-recurring restructuring and other like
costs with the objectives of improving our operating efficiency and effectiveness and to
address the declining profitability in certain areas of our business.
Going to market as one team under a common brand, executing a single strategy
Our top corporate priority since 2010 and for the foreseeable future is putting customers
first as we strive to consistently deliver exceptional client experiences and win the hearts
and minds of Canadians on our journey to become the most recommended company in
the markets we serve for our products and services.
By the end of November 2013, we achieved satisfactory completion of the requirements
of the CRTC’s Wireless Code, which came into effect on December 2, 2013. We support
the Code, and have been the leader in adopting many of its customer-friendly provisions
long before the Code was drafted. Some of the customer-friendly initiatives we
introduced include: the elimination of extra fees for system access and carrier 911
services on all our Clear & Simple rate plans (2009); anytime upgrades, removing
cancellation fees in favour of a simple device balance (2010); notifications for data
usage in Canada and while roaming abroad to increase awareness of costs (2010); easy
and inexpensive device unlocking after 90 days (2011); clear, simple and plain language
service terms (2011); and the elimination of device activation fees for new and renewing
customers (2012).
To fully align with the Code, we made several modifications to policies and procedures.
We implemented domestic and international data blocks and notifications at $50 and
$100, respectively, to help customers control their data usage and complement our
industry-leading notifications capability. In the summer of 2013, we introduced two-year
pricing plans. These plans offer data sharing and unlimited nationwide talk and text and
enable customers to upgrade to a new device after two years instead of three.
In addition, in 2013 we launched Canada’s first network experience mobile application,
which enables customers to help us address coverage opportunities, and we have
introduced travel roaming packages.
To help reduce theft of wireless devices, we worked with the Canadian Wireless
Telecommunications Association (CWTA) and its wireless carrier members to implement
a blacklist of wireless devices that have been reported lost or stolen. Effective
September 30, 2013, the authorization of any GSM (Global System for Mobile
communications), HSPA, HSPA+ or LTE wireless device on any participating Canadian
carrier’s network will include the verification of the IMEI (international mobile equipment
identity) number of the device to ensure it has not been reported as lost or stolen on that
network or any other participating Canadian network. The blacklist will also include