83 partners joined one of our five ‘Jump Churn’ webinars last week. We would have liked to see more, as this is an extremely important issue – where many Jump customers simply stop using their Jump internet connections and do not return their modems. Not only do these modems cost a lot of money and are provided to Jump customers at no charge, we are currently facing a global shortage of modems. Over 1000 people are signing up to Jump every month, but because of these supply chain issues, customers are having to wait up to 2 months to get connected. If we can recover the thousands of modems that are no longer being used, we would make a lot of new customers very happy.
During the webinars the Jump team explained the 6 C’s, a new approach for reducing churn and we are keen to get your feedback on how this is working. The purpose of the 6 C’s is to ensure customers fully understand who Jump is intended for and its limitations. For example, we know that the data cap is not going to work for every household.
If you missed the webinars, you can find a recording of one of these sessions here.
We would like our partners to share their experiences using the 6 C’s conversation guide and provide any customer feedback. We know this could take a bit more time in making sure that Jump suits your customers’ needs, but we hope this will avoid disappointment if they discover the 225GB monthly data cap is simply not enough and also help to reduce the number of modems sitting idle.
The Spark Foundation has offered a monthly partner team prize up the value of $100 each month for the next three months for partners who share their feedback. All responses received each month will be entered into a random draw for the monthly team prize. The winner will be notified by email and published on this blog.
You can find the entry form on our Stepping UP website, on the Jump Partner Resources page here. Click on ‘Churn Feedback Form’.
Digital Inclusion Alliance Aotearoa 