I promised everyone that I would give you the answer on Friday to my question posed on Friday 4 October concerning what Jump customers find to be one of the most challenging things about being a Jump customer.
Most of you sort of got it right – something to do with top-ups using the app. But that wasn’t the exact answer I was looking for. What I wanted to know is what the particular barrier was that caused nearly 300,000 failed attempts last year and what partners can do to address this.
A couple of you really hit the nail on the head with the correct answer – people simply couldn’t remember the email they used to set up their Skinny Jump account or their password!
And what was even better, these partners had some excellent strategies for addressing this (I’ll share these with you when I get back to my office).
The Jump partner guide does recommend that you advise all customers to write down the email they have used for their Jump account as well as their password. What the Guide doesn’t say is where to write this down.
We strongly suggest that during the sign-up process, and before customers leave with their modem, you insist that these details are written down on the inside cover of their Partner Guide – the little booklet that is supplied with every modem.
Digital Inclusion Alliance Aotearoa 