This is an especially appropriate category for the company which brought real competition into our local telecoms market, shaking up existing pricing structures and giving Isle of Man customers a choice for the first time. Now, more than a decade later, Sure is an established full-service telecoms provider, with a significant share across the markets in which they operate, which of course includes business solutions, as well as mobile, broadband and home phone services for their customers.
Last year independent telecommunication network experts Systemics found Sure’s network to be the best overall, and fastest, in the Isle of Man. Sure’s 4G network was found to be the fastest for data downloads, its 4G+ coverage far more extensive – covering 75% of the island – and its network delivered superior call quality and clarity. Sure has this year been chosen by the Isle of Man Government to provide its mobile services, following a competitive tender process, migrating more than 6,000 government services to the Sure network as part of the contract.
Of course growth hasn’t been achieved on competitive pricing alone: customers are also looking for quality and service, which resonates strongly with Sure’s own values of trust, simplicity and fairness – all underpinned by their own commitment to excellent customer service.
Sarah Jarvis, marketing manager for Sure, says “Sure regularly gauges opinion via surveys into customer satisfaction with products and services, as well as those all-important “touch points” in our three retail stores, customer service and the on-line experience.
“There is a constant move to listen, to improve and to do things better and that desire has led to a specific focus on treating our customers with fairness. Customers on the island – 73% of them in a recent independent survey – agreed with Sure that it is unfair to be charged for their phone after their contract has expired, something which has recently been the subject of an OfCom enquiry in the UK. Instead of continuing to charge customers for a handset which is now paid for, or simply informing them of the situation and leaving them to deal with it themselves, Sure automatically switches those customers to a lower monthly charge so they are only paying for their calls.”
Sarah adds, “Sure recognises that delivering excellent customer service is very much associated with making it easy to do business with us: we’re trusted to be fair and transparent in all we do. Simple price plans make it easy for customers to find the right plans to suit their needs – whether they are a business or residential customer – and we’re available to provide direct support in the Isle of Man as we opened our local customer service centre here this year.”