Jersey telecom customers 'dissatisfied' with phone service

JT shop The government owned JT is currently the only company able to offer home phone lines

More than 50% of customers of telecom company JT said they were not satisfied with the home phone service they receive, a survey has found.

The survey was commissioned by the Channel Islands Competition Regulatory Authorities (CICRA).

In June 2015, competition will be introduced in the home phone line market for the first time.

SURVEY RESULTS

  • 45% of those surveyed rated the service satisfactory or higher
  • 40% had to contact customers services in the past year
  • 62% contacting customer services said they found the experience either unsatisfactory or worse.
  • 22% of JT's customers rated its billing system as satisfactory or highly satisfactory
  • 59% said if the option was available, they would be likely or very likely to change provider
  • 44% indicated their decision would be driven by price

The firm's chief executive Graeme Millar said it was constantly making improvements.

He said: "We are doing a number of things. First, we have become transparent, we publish response times on the web.

"Things are much better than they were a few months ago."

The independent survey, produced by Island Analysis, asked 500 people their thoughts on the fixed line network, including billing, customer service and quality.

Mr Millar said: "I'm disappointed with the results but not surprised, I do apologise to customers who are dissatisfied with us at the moment.

"We've been doing our own polling for three years and this survey looked back at a time when we've had a lot of changes."

JT survey infographic

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