Equant judged ‘Best In Class’ for IP service offerings in Telemark’s latest ‘Voice Of The Customer’ survey of user opinion
Telemark Consulting, a specialist market intelligence firm for the telecommunications industry, reported today that Equant achieved the highest overall satisfaction rating for the performance of its international business IP services in a comprehensive telephone survey of data network managers among multinational corporations. Equant was also rated best performer in the Network Operations group of services - ranked by customers as the most important component of managed networks - achieving ‘outstanding’ scores for Network Reliability and Secure Data Transfer. It also led the field overall in customer support and meeting customers’ requirements.
Since Telemark began monitoring user opinion as far back as 1996, network reliability has been consistently the single most important area of service. Customers’ preoccupation with reliability, and the associated need for performance and support, has been reinforced by the unprecedented market conditions of recent months. Bankruptcies, scandals and global recession have knocked down confidence, sending shock waves through the industry. The result is a shift in the choice and availability of global IP service products and providers and an increase in customers’ expectations and levels of dissatisfaction. Users also recognise that operators must be financially healthy to survive and that switching suppliers, particularly in crisis conditions, is both costly and inconvenient.
“As its IP offerings are increasingly perceived as ‘best of breed’ and there is less direct competition than 12 months ago, Equant looks set to capture a bigger share of the available spend” says Janet Watkin, the report’s principal author.
“We are pleased that Telemark’s independent research again confirms that our customers value our ability to deliver reliable and secure global IP services,” said Jack Norris, head of Equant’s customer service and networks. “Giving our customers the highest level of service remains our top priority, and our unique IP portfolio, led by the industry-leading Equant IP VPN and Voice for IP VPN, helps them gain a competitive edge in the global marketplace.”
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