The report, published by the Channel Islands Competition and Regulatory Authorities, found that the number of people who rated JT’s customer service as satisfactory or higher rose from 40 per cent in November to 58 per cent in May.
However the statistics also reveal that both of JT’s rivals –Sure and Airtel – still faired considerably better for customer satisfaction.
In total, 80 per cent of Sure customers who responded said that the customer service they received was satisfactory or higher – a two per cent rise from November.
Airtel saw the number of their customers who rated the service they receive as satisfactory or higher drop from 78 per cent to 70 per cent.
In terms of billing systems, less than half of JT customers are satisfied with the way they have to pay.
Forty-four per cent of respondents said it was satisfactory – an improvement from 27 per cent recorded in November.
Thirteen per cent of those surveyed across all network providers said that they had changed operator in the last 12 months and one in four said that they would be likely or very likely to change provider in the future.
In a statement, JT said that they were pleased with the improvements but they added that they ‘still have a few questions’ over CICRA’s ‘research methodology’.
‘Providing great customer service is vital to JT, so naturally we are really pleased to see the improvements as reported in CICRA’s mobile survey,’ the statement said.
Louise Read, CICRA director, welcomed JT’s improvement but said that the emphasis was on all three operators to continue to deliver improvements in customer service.
Sure customer experience director Charlotte Dunsterville said that it was understandable that they have slightly lower results in some categories as the business had undergone ‘a period of disruption’.
Ian Campbell, CEO of Airtel-Vodafone said: ‘This survey was undertaken in the middle of our 4G network roll out, a very complex high tech project, causing inevitable disruptions, which we have aimed to keep to a minimum.
‘Therefore I’m disappointed but not surprised that some of our ratings have decreased from the highs levels we achieved in the last survey.
‘There are clearly improvements to be made and we will continue to listen to feedback and, where necessary, implement initiatives that ensure we are providing the best possible service levels to our customers.’
The report is one of three being published bythe CICRA.
A document on fixed-line services was released on 1 July and a final report on broadband services is due shortly.
STATES-owned JT has come bottom in a new survey of mobile phone services last year.
Customers in both Jersey and Guernsey rated JT less favourably than rivals Airtel-Vodafone and Sure for quality of service, billing and customer service.
The survey, carried out by the Channel Islands Competition and Regulatory Authorities, questioned 500 mobile phone users in both Jersey and Guernsey.
In Jersey, 39% of the JT customers who took part said they were likely to change provider, compared to 25% of Airtel customers and 11% of Sure customers.
The Jersey survey also found:
90% of Sure customers were satisfied or very satisfied with the quality of service, compared to 67% of Airtel customers and 55% of JT customers.
81% of Sure customers were satisfied or very satisfied with the billing system, compared to Airtel (77%) and JT (28%)
67% of Sure customers were satisfied or highly satisfied with customer service, compared to Airtel (66%) and JT (40%).
In Guernsey, Airtel gained highest approval from customers, followed by Sure and then JT.
The results follow a survey carried out by the regulator on fixed line services, for which JT currently has the monopoly in the Island.
