Our Commitments

Customer Commitments

Our commitment to you

We’re proud of our local heritage and history of serving Islanders for over 135 years. Our goal is to make a real difference and meaningful contribution to our Islands and their economies. ​ To achieve this, we are committed to putting you, our customers, at the heart of everything we do, prioritising your needs now and into the future. ​ Our goal is to ensure that our customers feel delighted and cared about, fostering trust and pride in being part of the JT community.

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We are committed to transforming our approach to focus on what our customers genuinely want, and it starts with sharing our performance with you, openly and honestly.

In 2024

CONTINUAL IMPROVEMENT
Be part of our journey

We know we don’t always get it right and there’s always room for improvement. We can only truly evolve and improve by listening to our customers and learning about their experience. Hearing how customers feel; positive, negative or a general observation, is one of the most powerful ways we can ensure our journey of continuous improvement stays true to our values. Customer comments help us understand what’s working well, and what’s causing frustration, which we then use to guide where we focus our efforts and influence the priority of improvements delivered.

Service improvement agents at JT

5,903 individual comments about their experience

Of those comments, 72% had positive or neutral sentiment

Of those comments, 22% had negative sentiment

Customer feedback icon

If you’ve been in touch with us over the last year, the chances are we’ve sent you an email or SMS afterwards asking for feedback, or you’ve seen a link included in the email conversation or documentation between us. We hope that the information we’ve shared with you on this page, plus the changes and improvements you’ve seen and felt as a customer and member of our community, show you that we genuinely read all the comments and take onboard your feedback and suggestions.
We believe that everyone should have the opportunity to tell us how they feel so this year we’ll be working to increase the ways in which you can.

What our customers have told us

Joining

  • 96% agree it’s easy to join the JT community
"Nothing but incredible service, thank you so much your two guys who came were amazing..."
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Buying

  • 97% said it’s easy to shop with us
  • 98% had an excellent experience
"Meg was very helpful. She listened to our concerns and talked us through the new plans. We even upgraded our speed..."
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Support

  • 95% said their livechat experience was 5*
  • 83% said their experience over the phone was brilliant
  • 82% said their experience of getting a problem resolved was excellent
"The problem with our landline (phone number options not registering) was most unusual but the tech team..."
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My JT App

  • 95% of boosters and bolt-ons are added through My JT
  • 95% of top-ups are done through My JT
  • More than 33,000 registered users across the Islands
"Everything is easy to do and I love this app. as you can see everything on one dashboard with an easy..."
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OUR PEOPLE: Reward and Recognition

In 2024

Our service is defined by our people. We are very proud of our hard-working, dedicated team who come to work every day with a genuine passion to help, care for, support and advise and connect our customers. Recognising their effort and top-quality service is important to us, and their role is more fulfilling when they read the wonderful feedback that customers have shared. We have a company-wide recognition platform which we use to award ‘All-Stars’ points to our people, (that they redeem for vouchers) so we have extended this programme into our customer feedback surveys. Each survey offers customers the opportunity to reward our people ‘All-Stars’ points and share the reasons for wanting to recognise them.

5,412 nominations for our people were submitted by customers
Over 80 people across our frontline Retail, Contact Centre, Digital and Engineering teams were recognised
317,470 All-Stars points were awarded

HAVE YOUR SAY – We’d love to hear from you!

Ideas Hub

You don’t need to have had an interaction with one of our team to have an opinion about what you’d like to see us do differently. ​ Our 'Ideas Hub' is designed as a place for you to share suggestions with us; it could be about any aspect of our service, our products, our community involvement – anything!

Submit your ideas
JT Voice

‘JT Voice’ is our insight community where we ask you to share your views about specific topics. Whether you’re a JT customer or not we want to hear from you, listen to your views and use your input to help us directly improve and help shape the products, services and experience we provide in the future. We promise we won’t bombard you with emails, we’ll only get in touch when we genuinely need your help.

Become part of JT Voice Group

FEEDBACK ABOUT YOUR EXPERIENCE?


Leave a compliment

Recognition of our people is extremely important to us. If you’d like to acknowledge excellent service you’ve received, we’d love to hear from you.


Start the compliment form   

Share general feedback

We aim to make it easy for you to get what you need from us and build trust with our customers. We value all feedback, even general observations or suggestions. Your input helps us understand what matters most and how we can improve.

Share general feedback   

Make a complaint

We do our best to make sure you always have a great experience with JT. But if for any reason you’re not happy, we want to hear from you so we can make it better.


Start the complaint form   

Thank you for helping to make us better.

WE’RE COMMITTED TO YOU

The below information provides evidence to support our claims.
During 2024, 19,945 survey responses were collected across multiple touchpoints of the customer journey.
Joining: During 2024, 4,727 respondents to surveys from combined sources: In store, after purchase online, post-install with engineering visit, once new service port in (Mobile & broadband) completed.
Buying: During 2024, 4,281 respondents to surveys from combined sources: In store and after purchase online through shop.jtglobal.com
Support: During 2024, 3,405 respondents to surveys from combined sources: once move of service completed, support over the phone, livechat via web & app, faults resolution (engineer visit and non engineer visit).