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Kishka-Kay Anderson, CEO of Market Research Services
A survey has revealed that the quality of in-store customer service provided by most utility companies in Jamaica did not improve significantly in 2020.
Details of the Office of Utilities Regulation's mystery shopper exercise, which was carried out between September 2020 and January 2021 were released on Thursday.
It was the third yearly survey by the OUR, to ascertain the level of customer satisfaction with Flow, Digicel, the Jamaica Public Service Company and the National Water Commission.
Kishka-Kay Anderson, CEO of Market Research Services, said overall ratings were good, as online services were included in the 2020 survey in light of COVID-19.
The providers were given high marks for call centre services, but failed in delivering exceptional service in stores.
"There needs to be some attention given to the service delivery in stores. This continues to be a challenge for just about all the service providers... We saw that in 2019, we saw that in 2018 and it still maintains today," the researcher lamented.
"With regards to the telecoms, their service delivery in terms of internet needs to be the area of focus. Why we say this, when we enquired about internet availability...there was very little response in that regard, the telecoms could not say," she added.
The survey showed that, as it relates to provisions for persons with special needs, Digicel, Flow and JPS were all rated below 30 per cent, with the NWC graded at 57 per cent.
The mystery shoppers checked for ramps, rails, or special lines for the physically challenged.
The all-island survey involved unidentified customers contacting all four entities 143 times.
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