And here’s the last Q&A from today’s Jump Churn briefing (23 September 2022)

Q: Is it possible to share this PowerPoint presentation? send to email?

A: You can find the slides here:

Q: How would you ask if they’re high data users without potentially offending patrons?

A: The context for the question is to help customers understand the data cap limitation.  They might not understand what they can get with 35GB – some examples are included on page 18 of the Partner Guide and on page 23 of the User Guide.  Customers with large families and especially where users spend hours online each day gaming or watching movies might be disappointed to find they reach the data cap quite quickly.  Every week, we see Jump modems being returned because customers want more data, so it is helpful to set expectations up front.

Q: The Skinny website is coming up with an error message when signing up a patron.

A: The Jump website has been updated this week to introduce a universal login, where users can now use the same email and password to access their Skinny accounts.  This has caused some disruption for partners who rely on shortcuts and bookmarks to access the Skinny Jump website.  The URL for the Skinny Jump homepage has changed, so any partners who rely on a bookmarked link will find this eventually leads to an error page.  Our advice is to update any bookmarks with the new URL:

Q: When will we be able to see our churn stats?

A: As a first step, Skinny is exploring the best way to share churn rates with Jump delivery partners and provide regular updates.  These will be added to partner GSheet registers when they are available. There are privacy issues in sharing individual customer churn details with delivery partners, although follow up support from partners would be welcomed.  We must first work out the best way to do this without breaching customers’ privacy.

Q: If after using the 6 Cs it doesn’t seem like the programme would be suitable for the patron are we meant to say no to signing them up? How would we do this?

A: The key underlying strategy is try and reduce churn, especially from people who do not return unwanted modems.  We want to make sure that Jump is going to meet the needs of customers and we think the 6 C’s conversation might help customers work out for themselves whether the product is suitable or not, rather than feel let down when for one reason or another it doesn’t meet their expectations.  The 6 C’s are a conversation guide, and are not intended to be perceived as a barrier for people signing up for Jump.  Partners have always had the discretion to say ‘no’ if they suspect anything untoward about the applicant, e.g. people who might not be telling the truth about where they live.  But in the end, Jump operates as a high trust model; we do not expect partners to ‘means test’ applicants, although at times this can be blatantly obvious.  I am aware of one partner who quite rightly turned down a customer who arrived at the library in a late model Mercedes Benz wanting a Jump modem for her bach. 

We expect the 6 C’s could lead to a customer saying: “OK then, it doesn’t seem that Jump is right for me”.  If there is some uncertainty and a customer is insisting that Jump is right for them, partners should emphasise the importance of returning the modem if the customer discovers otherwise.

Author: Laurence Zwimpfer

I am committed to supporting the development of New Zealand as a digitally included nation, where everyone has equitable opportunities to benefit from the digital world.

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