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‘Destination Data’ - Digicel vows to improve customers’ experience

Published:Tuesday | February 6, 2018 | 12:00 AM

Telecommunications provider Digicel says in response to what customers say they want, it has been busy making sweeping changes to deliver simplified offers and more transparent charging.

The company says this fresh approach has more prepaid mobile customers already feeling the benefits.

According to Digicel, it has simplified the way it offers and charges for services - especially data - so that customers can now be sure how much they're spending and on what.

"We are listening. We are changing. And we are giving customers what they say they want. This is just the beginning of a number of initiatives that put customers in control of their experience with us. It's about giving customers what they want and giving them reasons to believe in us," said Justin Morin, CEO of Digicel Jamaica.

"Since we've implemented these sweeping changes to give added credit balance protection, we've seen a significant reduction in complaints. There's more positive news to come as we continue the Destination Data journey with our customers and cement our position as the go-to place for all things data," added Morin.

He said the Office of Utilities Regulation (OUR) and the Consumer Affairs Commission (CAC) have been keeping the company updated about the progress of the changes and how they are affecting customers.

Morin noted that putting customers in control and delivering an amazing network experience are key Digicel 2030 commitments that it announced in February 2017.

"In addition to these, Digicel will continue to focus on straightforward, simple communications, a refreshed retail experience, and powerful new products and services, while taking things to the next level with the rollout of an islandwide LTE network," said Morin.

He added that Digicel has already removed automatic overages so that customers are always asked before beginning charges for out-of-bundle data.

- Simplified plans, making them easy to understand with no fine print.

- Introduced new, value-packed bundles with loads of MBs and minutes.

- Introduced unlimited rollover data so that customers get to keep and use what they've paid for.

- Improved the My Digicel app so that users can easily track their usage and manage their account.

- Reduced the out-of-bundle data rate by 60 per cent - from $50 to $20 per megabyte.

"Also joining the line-up from today are new value-packed voice and data bundles from as low as $100," said Morin.