Telemark Services announced the results of the 17th release of the Managed Data Network Services Benchmarking Customer Satisfaction report where Infonet continued its three year run as ‘Best in Class’ for customer service. Good performances were achieved by AT&T, BT, and Equant. Improvements in service were recorded for Cable & Wireless, Equant and NTT.
“MDNS is becoming such a commodity that service is the only real differentiator amongst these global carriers,” said Dr. Kerry Tomlinson. “The dedication of all of the carriers to retaining customer relationships is clear with each carrier exceeding the benchmark in over 70% of the 32 attributes. Additionally, each provider scored at least one ‘Best in Class’ rating.
Service continuity continues to be a clear customer priority. Reliability, availability and security were noted as the top three most important features for MDNS customers. Carriers are succeeding in providing high levels of satisfaction in these areas. Failure in these areas would be a catalyst for change but success here is insufficient for gaining outstanding overall satisfaction. Customer care and service make the difference to overall performances but only where network quality is already at a high standard.
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