The quality of customer service among local service providers is heading in the wrong direction.

That’s according to the 2019 Mystery Shopping Survey done by the Office of Utilities Regulation, OUR.

The survey was conducted between March 25 and April 10 this year.

According to the OUR, all the service providers assessed this year saw a decline in their customer service rating.

Telecoms provider, Digicel, received the poorest customer service performance rating with 48% while utility provider JPS top scored with just over 70%.

Stevian Simmonds reports.

Long lines, limited product knowledge, poor transfers and representatives failing to properly identify themselves were a few areas in which service providers lost points.

The OUR’s insisting companies need to invest in improving their customer service.

Kishka-Kaye O’Connor Anderson, CEO of market research firm, Market Research Services Limited, MRSL, revealed the findings during a webinar hosted by the OUR.

Telecoms provider Flow scored 54% while the National Water Commission, NWC, scored 61%.

The OUR says these scores are unacceptable.

Ms Anderson says the results of the survey show that the quality of customer service being offered by utility and telecommunications companies locally is trending downwards.

According to the OUR, 70% is an acceptable marker for customer satisfaction.

In the meantime, the regulatory body says there’s need for an overhaul of customer service training in Jamaica.

Yvonne Nicholson, Director of Consumer and Public Affairs at the OUR, says it will be conducting market surveys on a continuous basis to ensure customer satisfaction.