According to the views of users’ interviewed for the 13th issue of Telemark’s benchmarking customer satisfaction report Infonet was judged best “Best In Class” overall by providing levels of quality, service and value ahead of rivals. AT&T’s results show how it is perceived to be raising its performances across a mix of technical and inter-personal service attributes and looks to be aiming for the premium provider position. Equant is judged the most ‘global operator’ with consistently high performance ratings and unparalleled worldwide geographical coverage. BT’s impressive increase in customer satisfaction levels appears to be due to increased openness and faster access to those people with authority to get things done.
Telemark Consulting, a leading market intelligence firm specialising in customer satisfaction for the telecommunications industry announces the publication of its 13th worldwide survey of users' who rated their satisfaction levels with Managed Data Network Services (MDNS) provided by the core international operators: AT&T, BT, Cable & Wireless, Equant, Infonet, MCI and NTT on 32 service attributes. Ranked in order of importance to customers all operators can see which service criteria matters most or least to customers whilst assessing their relative competitive performance against benchmark values.
The report reveals that Infonet achieved "Best in Class" status overall. The top service attributes that matter most to customers are 'Network Reliability', 'Network Availability' and 'Fault Reporting Process'; referred to collectively as "Indispensable to Customers". Infonet achieved "Excellent" ratings in each of the aforementioned attributes.
According to Janet Watkin, Director at Telemark, "All the operators evaluated deserve recognition for having survived the anguish of an unprecedented upheaval in the global telecom industry over recent years. It is to Infonet's credit that it has been able to sustain its leadership in 'Overall Customer Satisfaction' for such a long period. The consistency of Infonet's "Best in Class" results together with its 13 "Excellent" ratings is admirable, particularly since these accomplishments took place in an environment of raised customer expectations, general deterioration in satisfaction levels industry-wide, slowed growth rates, and intense competition within the industry."
The report highlights the fact that customers expect more quality and service for the same or less money. BT appears to have responded well to this challenge and is catching up fast with its international competitors. Significant improvements in customer satisfaction ratings over the last year show that it appears to be working very hard to dispense with its traditional Telco mentality. "Customers are reporting that they are experiencing a new style from BT that puts responsiveness, innovation, and flexibility at the core of its customer interactions. Anecdotal remarks imply easier access to senior BT managers who are pro-actively making 'value commitments' designed to outmaneuver competitors when it is least expected." continues Janet Watkin.
AT&T looks set to occupy the premium provider position. It is strengthening its relationships with existing customers earning them the highest number of Telemark Gold Awards. "Outstanding" results were achieved in 'Secure Data Transfer', 'Technical Support', 'Long Term Relationship', 'Support In Local Language' and 'Installation Not Disruptive'.
Equant's satisfaction levels with geographical reach both 'End-to-End' and in 'Difficult Locations' were rated "Best in Class". Equant was also rated the best operator at providing 'Adequate Data Throughput', and 'Network Management'.
NTT, recently added to the report as a core international operator, showed improvements in 28 of the 32 service attributes measured, a commendable result considering the already high standard of its baseline performance.
Cable & Wireless and MCI have been hit the hardest during the global downturn and though customer confidence is returning there remains a significant gap in the satisfaction results from 'best' and 'worst' operators. A free executive summary is available from Telemark Consulting.e survey with 360 data network managers and executives from 27 countries.
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