Customers are once again slating JT – this time they are unhappy with their mobile phone service.
The latest results of the independent survey by the Channel Islands Competition and Regulatory Authority show that almost half of customers are neither satisfied nor highly satisfied with their service compared with the Island’s other two operators who fared much better in the survey.
Although only 63% of all those questioned rated their mobile quality of service as satisfactory or highly satisfactory - a breakdown of the results showed Sure topped the table with 90%, Airtel achieved 67%, and JT came in last with 55%.
Just over a week ago JT’s Chief Executive Graeme Millar apologised to customers for the disappointing landline services results which were announced by the regulator, showing that more than half of landline customers say that they are “likely” or “very likely” to change their provider when competition finally begins in 12 months.
The survey also showed that less than a third of customers were happy with how they are billed, although Mr Millar stressed after the landline survey that customers were asked whilst the company was having problems with their new billing system, something that is still being addressed. Mr Millar also said they have recently taken on a specialist adviser in customer service who they hope will help them to look after their customers better.
Today's survey also showed that only 8% of all mobile customers surveyed have changed provider in the past six to twelve months but a third suggested they are likely to in the future. Six out of ten people said they’ll be mainly be looking at the price and special offers provided by the operators.
From the beginning of October this year mobile operators won't be able to change a customer's mobile contract during the fixed term of the contract and the regulator has been working with operators to reduce "bill shock". Both Sure and JT have voluntarily introduced caps to their roaming charges.
The regulator will be publishing the results of its survey on broadband services next month.
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