Thank you to the 150 partners who have already registered for the Jump Service Update briefings next week. There are important changes that take effect on 1 June 2022 and we do need a representative from all our 318 Jump delivery partners to attend, so please do register using the link above.
We have five scheduled times, one each day from 23 May and each briefing is just 30 minutes. We are trying to make it easy for everyone to fit this into their schedules. Be careful when registering to choose the Service Update New Information briefings, not the New Partner briefings. New partners or new staff involved in delivering the Jump programme are of course welcome to register for the New Partner Briefings as well.
I had an interesting call from one of our most experienced Jump partners today; she was seeking clarification about the top up process. While she frequently explains the top-up process to customers when they sign up for Jump, she had never actually done a top-up herself, and was quite confused by the information presented on the Skinny Dashboard when she did try and top up the Library demo unit.
She had succeeded in adding $5 credit to her Jump account, but was surprised when she didn’t see 30GB data added to her plan. Instead she saw the information above: 6144 MB (= 6GB) data that was going to expire at 3.30pm and 15360 MB(=15GB) data that was going to expire at the end of the month.
There is an explanation about the ‘free’ 6GB and the 15GB in the fine print above, but I totally understand how this detail can get overlooked – in some telephone surveys we conducted last year, many customers didn’t know about this free data, so we do wonder if this is always being explained when the customer signs up. Even if it is, customers might not fully appreciate this until they go to top up.
But where is the 30GB that I just purchased? Check out the words below the ‘Credit Remaining’ of $5, you will discover that there is no current plan. And just below that ‘Get a plan‘. You must click on this to add your 30GB data plan. When you do this you will discover the 30GB data joins the two freebies and your ‘credit remaining’ drops by $5.
We strongly encourage every partner issuing Jump modems to personally go through this process – we’ll even pay the $5 if necessary. It is well worth $5 (soon to be less than the price of a cup of coffee) for you to have a first-hand experience of the top-up process.
People needing help when topping up make up the largest group of callers to the Skinny Help Desk (Care Team). If we can help Jump customers be more confident in topping up this would enable the Care Team to focus on helping with the much more challenging technical issues.
PS. A box of Chocolate Fish for the partner who brought this to our attention! I am sure she is not the only one that gets confused.
The DS31 Spark Jump handout has recently been updated to include instructions on how to connect a smartphone to a Spark Jump modem. If you have time in your session to show each participant how to connect their phones then please do so, otherwise families should be able to follow the steps in their handout when they get home.
Also note a new Spark Jump survey at the end of this handout. The survey has been designed by our DIAA researcher and is significantly shorter than the Stepping UP generic survey. It will take a participant 3-4 minutes to complete and we would appreciate your Spark Jump trainers allowing time for this at the end of each session. We will share the statistics from this survey with your organisation on a quarterly basis.