By Ginger Perry, updated December 9, 2025
Internet access has provided people with endless entertainment options and efficiencies for performing everyday tasks. However, with the growth of internet usage, particularly boosted by the increase in mobile phone usage to access the internet, there are also risks that come with the new digital world.
With every new innovation and every emerging risk, online users have adapting priorities. For some, having faster internet connection is of optimal importance, while for others, greater privacy and data protection are at the top of their priority list.
Here are some of the key priorities of online user satisfaction in Canada:
High-speed Internet Access
The Government of Canada has developed a new strategy called High-Speed Access for All: Canada’s Connectivity Strategy. This addresses some of the key priorities of online users in Canada, predominantly the provision of affordable, high-speed internet across all areas of Canada.
Many rural parts of Canada currently do not have high-speed internet access, while it is standard in urban areas such as Ontario. The government has targeted narrowing the gap by investing $1.7 billion into broadband infrastructure.
The investment should help to provide similar internet benefits across rural and urban areas, with consistency across experiences when using the internet for shopping, streaming video content or even playing online casino games and other similar offerings.
Privacy and Data Protection
A survey conducted by the Digital Governance Council, revealed that 71% of the Canadians surveyed had high levels of concern about the privacy and security of their personal data. The survey also highlighted that Canadians had low levels of trust in the data sharing practices of social media companies, online retailers, tech and telecommunications companies.
Canada introduced the PIPEDA (Personal Information Protection and Electronic Documents Act) in 2000, with several amendments taking place to work towards improving privacy and data protection of online users in Canada. A new Bill C-27 was due to be introduced to bring further improvements related to privacy and artificial intelligence but this ended due to the resignation of PM Justin Trudeau. It remains to be seen what the next steps will be in this space.
Cybercrime Protection
Another key priority for Canadians is to have greater protection from cybercriminals when they are online. Threats such as ransomware and phishing attacks are becoming more frequent and cyber attacks are becoming more sophisticated through cybercriminals using AI.
The Critical Cyber Systems Protection Act was introduced to help raise internet user awareness and to provide a simple way to report cyber incidents.
Affordable Internet Plans
Canadians have also expressed concerns about the price of internet services and some people have called for more affordable internet plans. There are programs such as the Connecting Families Initiative that help to provide discounts for Canadians who are eligible, such as families receiving child benefits. Reading genuine reviews online of things like internet plans is absolutely vital in the current overcrowded and noisy marketplace.
Support with New Technologies
Many Canadians have also expressed a need for more education and information about new technologies such as AI and smart devices. While many people can see the benefits of AI, a survey conducted by Open Media revealed that around 60% of respondents indicated that they were more worried about the risks associated with AI than they were excited about the benefits it could deliver.
Main concerns included fake content, misinformation provided by AI-tools and how criminals are using AI to enable scams. The same survey shared that 64% of those surveyed wanted the Government of Canada to introduce similar AI regulations to the EU.
How Businesses Should Cater to Customer Experience Priorities
These areas of priorities show businesses what is most important to customers and they can use the elements that are within their control as the foundations for customer experience improvements.
For businesses who want to adapt their processes to meet the priorities of online users, they should be focusing on areas such as providing smooth mobile apps and fast digital experiences.
Data protection and privacy is one of the biggest concerns for online users and enhancing data protection processes and implementing strong cybersecurity solutions such as encryption and security updates should be high on the agenda.
With many Canadians predominantly using mobiles to access internet-based services, consumers in Canada also want to have a smoother online experience when using mobiles for retail, banking and all other types of online services.
There are lots of improvements that online users in Canada want to see and both the government and many businesses are putting this information at the center of their strategies. If the roll-out of fast internet to rural areas is successful, this will be a major milestone in improving online experiences for users but more work is required to improve data protection and cybersecurity too.
