Communications and entertainment provider, Flow Jamaica, has been recognised for its improving customer experience in the latest Office of Utilities Regulation (OUR) ‘mystery shopping study’.
The study, which assessed various facets of customer service by utility companies, gave passing marks for Flow’s call centre, in-store experience, website chat, and mobile app user experience. Flow’s social media chat was a key area where improvement was needed, according to the study.
The results indicate an over 80 per cent rating improvement compared to last year’s mystery shopping study and Stephen Price, Flow’s vice president and general manager, acknowledged that elevating its customer experience has been a business priority for he and his leadership team.
“This is a testament to Flow’s relentless commitment to excellence across all customer interaction points,” said Price, while humbly admitting that the company has ambitious targets for its customer service delivery.
“While the OUR study shows us as the best amongst local utilities, the bar we’re setting for ourselves is to be amongst the best customer experience practitioners in the Caribbean. We’ll get there through continued human capital development, revisiting all our customer journeys with a Kaizen mentality, and digitally transforming our customer service delivery with big data, machine learning, robotic process automation and AI.”
Flow pointed out that each customer interaction is anchored in customer resolution and experience by aiming to provide the right solutions quickly. Its call centre conducts frequent quality assessments along the value chain and employs a knowledge management platform to better support customer resolutions. Its stores have been undergoing modernisation and optimisation. Further, the company added that staff training has also been a priority for the business, which has empowered its team members with knowledge and confidence to provide a great experience across all customer-facing platforms.
Nyree Coke, customer experience (CX) director, conceded that an all-in team effort is the biggest engine behind the improved scores.
“The CX, contact centre, technology operations, and retail teams have worked collaboratively to implement initiatives that align with our customers’ needs. The results this year are a direct outcome of this collective effort,” shared Coke. “While taking pride in the progress we’ve made, we acknowledge that there is more work ahead. We eagerly anticipate the outcomes of our ongoing endeavours in delivering best-in-class service.”
Reflecting on the results, Price added that the OUR study highlighted some operational areas that require increased focus and resources and that many of them are already being optimised to meet customer expectations.
“We see every challenge, every criticism and every feedback as an opportunity to improve and excel,” added Price. “Flow is devoted to an ethos of continuous progress and deeply values the loyalty and trust of our customers to deliver service that exceeds their needs.”
Flow is the leading domestic telecommunications provider in offering mobile, home and business communication and broadband services that are helping to shape Jamaica’s digital society.