The recent weather events in Auckland and Northland have forced many people out of their homes and into temporary accommodation. If customers seek your advice, suggest they check for Jump coverage at their temporary address and if there is coverage they can take their Jump modem with them. Remind them to also contact the Skinny Care team on 0800 475 4669 to advise their change of address and avoid being disconnected.
Any existing Jump customer who has been displaced from their home or is facing additional financial hardship should be encouraged to contact the Skinny Care team and discuss the forms of support that are available.
We are also aware that some fixed line internet services (copper and fibre) to individual homes have been disrupted by flooding and landslides. Households in Jump coverage areas can apply for a wireless Jump modem, as it could be some time before fixed line services are reinstated. Applicants should be advised to check with their internet provider first to understand how long it might take to reinstate their existing service.
Some partners have asked for advice about managing their waitlists. We understand many are having difficulty contacting customers who have been added to the waitlist and the question then is how much effort do you put into following up with people who are difficult to contact.
The Auckland Library team discussed this at a recent Jump Community of Practice and agreed to set aside modems for up to 7 days; some felt it didn’t even need to be as long as this, as we are continuing to face up to six week delays in the supply chain.
We support the idea of a definite timeframe being communicated to customers and agree it should be no longer than 7 days. We find many people are reluctant to answer calls from unknown numbers but can be responsive to text messages when they know it is about Jump.
I know some partners try time and time again to contact these customers, but my advice is that one call is all that is necessary – leave a message if possible (voice or text). The ‘reserved’ modem should then be released for distribution after 7 days. This practice should be explained to customers at the time they are added to the waitlist. They should also be encouraged to take responsibility for checking in with you from time to time as well.
Partners are welcome to leave unresponsive names in the Waitlist section of their Jump registers but they eventually ‘expire’ (currently after 6 weeks) when it comes to influencing modem re-order quantities.
You are also welcome to add your own notes in column H of the register and contact details in columns I to N.
Today, being the first day of the month, all Jump customers received a special holiday present from the Skinny team. The free monthly data allowance of 15GB that applies to all standard Jump accounts has been doubled to 30GB for December and January. Note this does not apply to sponsored plans, such as those supported by the Ministry of Education, Red Cross and CIENA.
The additional data allowance is intended to help Jump customers get the most out of their connections during the busy holiday period. The Skinny team knows that holidays can be an expensive time of year and they hope that the extra free data can help keep customers connected with their loved ones during this time.
All Jump customers received an email about the additional free data earlier this week, but we wanted Jump partners to know about this as well in case you get any inquiries.
Many partners are now actively using the waiting list process to signal unmet demand for Jump modems, and we are continuously monitoring these lists to adjust delivery quantities for partners as well as priorities. We currently have 102 modem orders for partners in the pipeline, with total requests for over 1200 modems. This might seem like a lot, but the good news is that waiting times are trending down, and with Christmas coming, we expect this trend to continue at least until February. We have adjusted the re-supply trigger quantity down from 8 weeks to 5. This means that whenever you receive a new supply of modems, you should have enough to last 5 weeks (based on the number issued during the previous five weeks). We do factor in customers on waiting lists, so a couple of reminders about this process.
(1) When you add someone to the waitlist towards the bottom of your Jump Register please include their first and last name and the date they have applied for Jump. The most important field is the date – it must be in the following format: “22-Nov-2022”. Other date formats may not be recognised and this directly affects re-supply quantities.
(2) Do not add people living at locations that fail the Jump coverage test to your waitlists. You should complete an online application for them, so that we get ongoing data about demand that can not currently be met. We do double check coverage for every online application and send an email to applicants at locations where there is no Jump service.
(3) We have noticed some situations where applicants get the green light for Jump coverage when they initially apply, but by the time new modem supplies arrive the situation has changed. This is regrettable, but it is not something we can control. In these situations, please transfer the applicant from your waiting list to an online application.
(4) Some partners are confused about the address verification process and have reported that by the time they discover their customer’s address is not in coverage, they have already set up a Skinny account. The address coverage check MUST come first, and certainly before you start to set up a Skinny Jump account.
(5) And before you add anyone to your waitlist, we do strongly encourage you to use the 6 C’s checklist with your customer to make sure Jump is the right product for them. Failing to do this is likely to lead to further frustration when modem supplies become available and the customer only then discovering that the data cap is not going to work for their household, for example.
Congratulations to Skye Colonna from Tauranga City Library, who is our first winner in the monthly Skinny Jump draws for partners submitting stories about how they are implementing the 6 C’s with their customers in an effort to reduce churn. Skye was selected in a random draw from the entries received between 1 and 31 October. The Jump team will be arranging for your team shout.
Some of the suggestions submitted were:
Provide partners with a handout with brief prompts (otherwise discussion could be quite lengthy)
Could an incentive be provided for returned modems?
We provide a weekly ‘digital drop-in’ at each of our four branches; this provides opportunities to sign up new Jump customers, but also ongoing opportunities for customers to come back to use if they have any issues with their modems.
We offer adult digital classes once a week where customers can upskill themselves to make the most of their internet connection.
We are checking with every customer as they sign up, and ask questions when enquiries are made.
Some larger households have decided to go with fibre connections after we explained the data limitations of Skinny Jump.
We have spent time upskilling our library and admin staff on how to respond to customers who call or walk-in with Skinny Jump issues.
We follow up with customers over the phone the same day that they sign up to check if they need any further help.
We provide in-person help for people needing help with topping up or troubleshooting.
We contact customers from time to time to ensure the modem is working and doing what our customers need.
Thank you everyone for participating and sharing your success stories and ideas for tackling Jump churn. Another draw will be held for entries received between 1 November and 30 November.
Keep an eye out this week for a courier delivery of Modem Return stickers. These have been prepared as part of the campaign to reduce churn and remind customers to return their modems when they no longer need them.
You may recall the webinars in September when the Jump team discussed the high level of churn amongst Jump customers. They suggested a new framework for you to use before helping customers set up their modems – the six C’s: Connection, Cost, Continuity, Capped, Care and Community.
Thank you for your feedback so far – one of the suggestions was a sticker to attach to every modem, to remind customers what to do when they no longer require their modem:
We now need your help to attach one of these stickers to every modem you issue. Please do this when you are working through the Skinny Account setup process and activating the modem. This creates an opportunity for you to explain to customers how important it is for the modem to be returned when it is no longer required – so that the modems can be re-used by other households, or if the modem is faulty, returned for repair or recycling. This is not only good for the community, helping households get connected to Jump, but also good for the environment (keeping old modems out of landfills).
We have estimated the number of stickers you might need, based on the number of modems you have issued during the last 6 months. But do let us know if you need further supplies. Just email us at email@example.com and we’ll get some more on the courier for you.
Thanks for your help and it’s not too late to submit an entry for the October draw of Churn feedback, telling us how you are getting on the the 6 C’s (closes at midnight tonight – 31 October 2022). But there will be another opportunity in November if you miss this one.
Two of our partners discovered a quirk with the new Universal Login Access (ULA) Jump registration process this week; they had customers with two first names such as ‘Ann Louise’ or a two part last name such as ‘de Beer’. Both registrations failed to progress, instead they got that annoying little red prohibition sign:
It turns out that this is a known limitation of the new sign-in process. It is a character lock that does not accept special characters, including hyphens and spaces. So the solution is simple, stick with just one first name and one last name.
For the above examples, ‘AnnLouise’ would be fine, as would ‘deBeer’.
This questions was raised by partners in all five webinars last week. The Jump team has now extracted a shapshot of this data for each delivery partner for the total number of modems they have issued.
The percentage churn is calculated as at August 2022 for the number of customers who were inactive for at least 30 days compared to the total number of modems issued. Being ‘inactive’ means the customer didn’t use any data for 30 days; it has nothing to do with whether they topped up or not.
The number of modems issued is the total number issued by a partner since they first became a Jump partner. For some partners this goes back five years. For other partners, it might only be a couple of months.
The percentage figures range from 0% (typical for relatively new partners) to 100% (typically quite small partners). In recent months, the aggregate churn percentage for all partners has been increasing and is now around 75% in a single month (1000 inactives compared to 1300 new sign ups). But the total for the last five years has a mean churn of around 44%. Our goal is to bring this down to under 40%.
The percentage churn for each Jump partner is now displayed in cell P1 (August 2022) of your Jump GSheet register. We would like to get monthly data, so that you can monitor any changes when you implement the 6 C’s or other strategies, but this is quite a marathon in terms of matching data sets; the data analysis also takes account of modems returned.
So please treat the figures in your GSheets as indicative, rather than precise. We are also thinking that it might be more helpful to simply report the number of inactive customers compared to new sign ups each month.
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’.
That’s the good news. The not so good news is that the web-based signup instructions in the Partner Manual and the User Guide are now incorrect. It will take some time before these print materials are updated and distributed, so we are planning a couple of short term measures:
(1) an updated page for your Partner Manuals – we will load this to the Jump Resources page of our Stepping UP website and let you know when it is available to download
(2) step by step instructions will be inserted with every modem that we (DIAA) ship for home delivery
Since partners are helping customers with their Skinny account setups, we are not so worried about the incorrect instructions in the User Guides that come with every modem. They will of course be updated with the next reprint.
So what are the registration steps? They are set out below, noting that this is only for signups using the web registration process. Nothing has changed for signups using the App.