Cable & Wireless Grenada has topped the ratings in customer service among its regional (Eastern) counterparts.

The annual Customer Service Index, a survey among customers, gave the company a 75 point rating which was three points higher than the 71 point rating achieved by Dominica.

Cable & Wireless Grenada out performed its sister companies in St.Lucia, St.Vincent and the Grenadines, St. Kitts and Antigua as well.
According to the survey the largest area of improvement was with residential customers who gave the company a six point increase in their level of satisfaction with the products and services offered by Cable & Wireless Grenada.

Chief Executive Carlyle Roberts says Cable & Wireless Grenada, the island's only full service provider, has taken several measures over the past year that focused more resources and effort on improving the quality of its Customer Service.

He pointed to ongoing training of employees and the appointment of Ms. Jeneil Alexis to the position of Mobile Customer Service Manager to review processes and mechanisms to ensure greater customer satisfaction as two of the steps.

The Chief Executive also highlighted the large investment the company undertook to ensure customers have greater use of their phones by increasing the number of mobile sites in Grenada with the construction of sites in Industry, St. Marks, Clozier, St.Johns and in Carriacou and Petite Martinique.

He cited the empowerment of employees to provide world class customer service as "the single most important area" for the company.

"We want to ensure that the relationship between our company and our customers is characterized by the provision of high quality service, products that work efficiently and effectively and solutions that delight our customers," said Mr. Roberts.

In meeting the challenges of the new competitive environment, Ms. Alexis said her main concern was analysing the operations of the company and its outlets in Grenville, Grand Anse and Hillsborough, to make certain that customers receive the same level of care they receive at the main Carenage office.

"In the coming weeks we will see the kind of customer service that allows a customer who walks into any of our branches to be confident that they will be treated the same as if they were sitting in our main office in St.George's," she said.

Both Chief Executive Roberts and Ms. Alexis were high in praise for the feedback from customers who participated in the CSI survey and encouraged persons who may experience an area of dissatisfaction with Cable & Wireless to provide that information as soon as possible to the company to have the issue dealt with.