Broadband still lagging

Friday 31 July 2015

Apparently, we’re still not happy with our broadband - and the regulator says that it’s time that JT, Sure and Newtel sorted their acts out.

The latest customer satisfaction survey of 500 Islanders shows no big improvements on quality of service, billing or customer services, with JT coming bottom of most rankings.

But the Channel Islands Competition Regulatory Authority says that everyone needs to up their game.

The results of the survey include:

Quality of Service (Percentage rating their service as satisfactory or better)

• Sure – 73%
• Newtel – 46%
• JT – 40%

 Billing (Percentage rating their service as satisfactory or better)

• Sure – 81%
• Newtel – 64%
• JT – 40%

 Customer Services (Percentage rating their service as satisfactory or better)

• Sure - 69%
• JT – 36%
• Newtel – 34%

CICRA director, Louise Read, said: “There are significant differences in the scores achieved by the operators across both islands.

“Some operators have made progress in some areas but progress is not consistent with each operator over time or across the operators.

“I would urge all operators to listen and react quickly and decisively to the feedback from its customers, and use today’s survey results and those from November, to identify areas where they may need to improve to better meet their customers’ needs.

“Customers have a choice of broadband service provider and customer satisfaction informs that choice. We wish to see further improvements in the broadband customer experience and these results show there is scope for that.”