NWC i led OUR 2025 Mystery Shopping Review pan customer experience

KINGSTON, Jamaica — Di National Water Commission (NWC) get di top overall customer experience rating among Jamaica main utility provider dem inna di Office of Utilities Regulation (OUR) 2025 Mystery Shopping Study.

Inna one release, OUR seh di yearly assessment look pon how customer get treat cross nuff contact point, including physical service centre, call centre, website chat function, social media page an mobile app.

Di regulator report seh customer service improve cross di major provider dem, but di result still vary depending pon di company an di channel weh get use.

NWC post di highest overall score a 79 per cent, weh OUR seh a 21 percentage point higher than di year before.

Di rise mostly come from stronger call centre result, up 43 point, an better in-store service, up 22 point, even though di organisation digital engagement rating drop by three point.

Digicel place second wid a 76 per cent overall score, representing a 12-point jump from di previous year.

OUR seh Digicel increase link to gain in call centre an in-store performance, while dem digital engagement fall by four point.

Jamaica Public Service (JPS) secure a overall score a 74 per cent, improve by four percentage point, wid di release point to better result tie mainly to dem mobile application.

Flow rank fourth pan 67 per cent after recording stronger in-store an digital service, but di company also see one sharp 25-point drop inna call centre performance.

OUR seh call centre operation emerge as one major advantage fi NWC an Digicel, while JPS show comparatively steady performance cross di different service channel dem.

Same time, di study flag repeated customer-service gap cross di sector.

Mystery shopper dem note seh staff nuh always offer greeting or show courtesy, customer sometime wait long time without get update, empathy often lack when dealing wid billing matter an service interruption, an some agent show likkle enthusiasm.

OUR seh Market Research Services Ltd carry out di research between August an October 2025, using 437 mystery shopper interaction draw from one range a demographic group.

Dem participant visit retail location, call customer service centre an use online chat option while dem test di various utility provider dem.

OUR Director of Consumer and Public Affairs Yvonne Nicholson call pon service provider dem fi strengthen digital service by allowing customer fi fully resolve case through mobile app, add artificial intelligence-based triaging weh can smoothly transfer people from chatbot to live agent, an enable user fi upload document, monitor request an receive online status update.

Di regulator also urge improved customer-facing skill through training fi frontline staff, wid emphasis pon greeting an acknowledgement, active listening, empathy, clear explanation a process an timeline, an ensure issue handle proper before di interaction end.

OUR seh work already start fi di 2026 Mystery Shopping Study.