Three out of 10 JT customers want to switch operator

Results of the Channel Islands Competition and Regulatory Authorities' second survey of mobile services see Airtel and Sure recording improved customer satisfaction in all areas – something the regulator said was in 'stark contrast' with JT which, it warned, could lose customers.

Cicra, which conducts the survey every six months and Its director Louise Read said it was encouraging that both Airtel and Sure have made across-the-board improvements.

'Airtel and Sure's achievements are in marked contrast to that of JT, whose performance was the rated as the poorest in the May survey and has continued to decline since,' she said.

'I would urge JT to listen and react quickly and decisively to the feedback from its customers, who ultimately have a choice of which mobile operator to use.

'Almost three in 10 of its mobile customers surveyed indicated that they were likely to change provider in the future.'

JT Guernsey's deputy managing director Tamara O'Brien said it took customers' views very seriously but that Cicra's conclusions need further scrutiny.

'Our customer satisfaction surveys, conducted every quarter by independent market research professionals, show a very different picture indeed from the one being presented by the regulator.'