Keeping customers at the very heart of its response to the COVID-19 pandemic has put JT in the running for more National awards for outstanding customer experience from its teams. JT’s customer commitment shone through with the company reaching the finals in four categories at the leading UK Customer Experience Awards. This follows similar success last month where JT’s teams are finalists at the International Digital Experience Awards.
JT’s priority throughout its 130 history as the Channel Islands only locally owned telecoms company, has been to keep customers connected while providing a world-class customer experience. Never more so than during the Coronavirus Pandemic, when the demand for fast, reliable, connectivity to every household was unprecedented. It became vital to ensure every islander could continue to work, learn and stay connected from home, online and equally receive the support from JT when they needed it.
That was recognised in two of the categories the company has been shortlisted for – ‘Customer Experience in the Crisis’ and ‘CX in the Community’ – where it will face competition from leading national brands TalkTalk, the Co-op and LV. JT is also shortlisted in ‘The Best Use of Insight and Feedback’ and ‘Business change and transformation’ categories.
Daragh McDermott, Managing Director JT Channel Islands, said: “ COVID-19 created a global humanitarian and economic crisis which brought challenges for every business in every sector and for our island as a whole. For JT that meant swiftly combining our expertise and ability to adapt, with our passion for and dedication to excellent customer service. Like so many others, our teams showed immense courage and strength, coming to work every day even if it was from the spare room or the kitchen table – they did it with smiles on their faces and a commitment above all to serve others and make sure our customers stayed connected. We are nothing without the people that make up JT, these dedicated teams are the guardians of the islands critical infrastructure, and this is recognition of that service.”
Tamara O’Brien, Group Head of Corporate Communications, Brand & CX, added: “We’ve always dedicated ourselves to reviewing and analysing how we do things, it’s how we learn, grow and improve. During the pandemic customer enquiries increased by more than 350%, and with that came invaluable feedback and opportunities for us to adapt how we supported our customers better and faster and across the channels they needed us most. From this insight we very quickly adapted our customer experience efforts to meet customers’ primary needs, which were safety, security, and everyday convenience. Our teams rose to whatever challenge came their way, adapted to providing a faster and more digital service and I am so pleased that their efforts are being recognised on a national stage.’’
The winners of all categories are due to be announced in October after a rigorous judging and presentation process: https://cxa.co.uk