JT Customer Satisfaction survey results

JT Customer Satisfaction survey results

We are committed to listening to our customers to continually improve the products and services we provide, which is why for the last 5 years we have conducted independent research to gain your views and feedback on various aspects of our service.

This survey is carried out 4 times per year, using independent Market Research company; SigDiff Limited.  The research looks at both JT and also other local service providers and we use this information to listen, learn and improve the products and services we offer you.

Historical data

  • The chart below shows how you have rated your satisfaction with JT’s customer service over the last 5 years.
  • The decline shown in 2013 coincides with the introduction of our new billing system and we know this caused our customers some concern and dissatisfaction which is reflected here.
  • Since then our whole team have worked hard to focus on improving things and your reported satisfaction increased substantially and is still well ahead of the low-point in 2014. We are reviewing this latest insight closely and are working hard to deliver further improvements to our customers. 

On a rolling scale, 51% of people who took part in our survey said they are either very satisfied or extremely satisfied. 

Brand satisfaction graph

% Very satisfied/Extremely Satisfied

Brand Satisfaction Trend (7-point satisfaction scale) Base per wave (total): JT (157-227)

SourceSigDiff Jersey 25th November - 20 December 2016

We hope that by publishing this data we can help customers make an informed decision on which telecoms provider to choose. The update from our next survey will be published in April. We value your custom and have set out in our Customer Promises exactly what you can expect from JT, click here to view