It’s good to talk...

Wednesday 01 July 2015

JT has upped its customer service game in the run-up to competition on landlines, according to an independent survey by the competition regulator.

The latest customer satisfaction into landline services – undertaken before open competition in the market began at the start of June – shows that JT has improved on quality of service, billing processes and handling complaints.

The survey also showed that more customers are thinking of staying on with the States-owned phone firm.

According to the survey of 500 Islanders:

- JT’s “satisfactory or highly satisfactory” rating increased from 35% to 48%.

- 41% of those who had dealt with customer services found it satisfactory, compared to 19% in November.

- Around half of respondents said they would be likely to change provider, down from two-thirds six months ago.

The Channel Islands Competition Regulatory Authority said that the figures demonstrated that the work they had done to bring competition to the phone market was improving services to Islanders.

CICRA director, Louise Read, said: “JT is to be congratulated for achieving improvements in satisfaction ratings across the board. This third round of survey results suggests that JT has begun to initiate improvements and they’re beginning to see the benefits through improved customer satisfaction ratings.”

“We are now looking to JT to demonstrate the ability to deliver further, sustained, improvements in customer satisfaction levels so that they are on par with those achieved in the UK and by Sure in Guernsey.

“Given the scope for improvement we want to better understand what JT’s plans are and they may need to be complemented by quality of service standards. We are asking JT to share its plans with us so we can best consider what the next steps should be.”