JT’s focus on customer care and customer experience (CX) during the Covid-19 pandemic shone through at a national awards event last week, where JT’s team were awarded Gold in the ‘Customer Experience in the Crisis’ category.
JT were up against strong global entries from much larger companies, such as TalkTalk and Pharmacy2U. The judges decided JT’s commitment to meeting the unprecedented demand for fast and reliable connectivity to every household during the pandemic made it a worthy winner.
Daragh McDermott, Managing Director JT Channel Islands, said: “Covid-19 has challenged everyone, and our first priority was to always keep our customers connected. We were acutely aware of how reliant the whole community was on our infrastructure and services, so we worked quickly to support customers when they needed us most.
“Measures like introducing free landline calls, upgrading our broadband network to 1GB/s at no extra cost and removing charging if customers went over their usage limits, were quickly put in place to ensure people stayed connected. I am really proud of how our teams have worked together and that they have been recognised in this way, as they too have found things very challenging during these extraordinary times.”
JT was also a finalist in the ‘CX in the Community’ and ‘Business Change Transformation’ categories, and also won Silver in ‘The Best Use of Insight and Feedback – Customers Voice’, beating insurance giants Vitality and broadband provider Swish Fibre.
Tamara O’Brien (pictured), Group Head of Corporate Communications, Brand & CX, added: “It’s fantastic to see our people’s total commitment to our customers, their colleagues and our wider community has shone through on a national stage, up against world class global companies such as TalkTalk and Pharmacy2U.
Our people were incredibly swift to adapt our services based on what our customers needed and to use the customer insight and data we had to help us support them. This recognition underlines how important continuing to listen to our customers and evolving the service and experience we provide is.”
