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News : Utility Services' Customer Service are Not Above Average


Kingston, Jamaica, March 26, 2018 -- The Office of Utilities Regulation (OUR) revealed that none of Jamaica's utility service providers are providing an above average in-store customer experience.

The OUR said it concluded that there is a "significant" 30 per cent customer satisfaction gap after it did a mystery shopping exercise between July and August 2017.

"The survey was carried out across four utility service providers: the Jamaica Public Service (JPS), the National Water Commission (NWC), Digicel and FLOW, by Market Research Services Limited. Among the objectives of the study were too ascertain the levels of customer satisfaction with customer service offered by the operators," the OUR said in a release today.

The regulation office said the utility companies were scored on the physical space in their stores, the quality of customer service, and service representatives' knowledge of specific services that the company offered.

"Telecommunications provider, FLOW, topped the overall scores with 71 per cent, JPS came in second with 70 per cent. Digicel garnered a combined total of 69 per cent and NWC, 67 per cent".

The OUR said JPS topped the utility companies scores in customer service and got top marks for its physical space, scoring 80 and 97 per cent respectfully.

The OUR cited service above expectation and acknowledging customers upon entry were consistently featured among the weaknesses identified across nearly all service providers.

The OUR further informed that it intends to conduct annual mystery shopping exercises across all utility sectors and intends to share it with the public.


Posted by Veronica Silva Cusi, news correspondent

About Office of Utilities Regulation:
Company LogoThe Office of Utilities Regulation (OUR) is a government agency established by an act of Parliament in 1995 to regulate the operations of utility companies in Jamaica.
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Published: Tuesday, March 27, 2018

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