JT gets gold for crisis customer care

Thursday 28 October 2021

JT has received a gold award for ‘Customer Experience in the Crisis’ in a prestigious industry awards ceremony, beating competition from giants TalkTalk and Pharmacy2U.

The telecoms company also scooped a silver – ahead of Vitality and Swish Fibre – in the ‘Best Use of Insight and Feedback – Customers Voice’ category, and was a finalist for ‘CX in the Community’ and ‘Business Change Transformation’ at the National Customer Experience Awards.

“Covid-19 has challenged everyone, and our first priority was to always keep our customers connected. We were acutely aware of how reliant the whole community was on our infrastructure and services, so we worked quickly to support customers when they needed us most. Measures like introducing free landline calls, upgrading our broadband network to 1GB/s at no extra cost and removing charging if customers went over their usage limits, were quickly put in place to ensure people stayed connected,” explained Managing Director Daragh McDermott.

“ I am really proud of how our teams have worked together and that they have been recognised in this way, as they too have found things very challenging during these extraordinary times.”

Tamara O’Brien, Group Head of Corporate Communications, Brand and CX (pictured top), added: “This recognition underlines how important continuing to listen to our customers and evolving the service and experience we provide is.”