Telemark Services released the 14th issue of the Voice of the Customer: IP Services for the Business User report today. The report is published three times each year to benchmark the ability of global communications companies to provide exemplary bid-to-build customer satisfaction with IP products and services. The accomplishments of and improvements needed by seven global carriers are included in the report (AT&T, BT, BT Infonet, Cable & Wireless, Equant, MCI, and NTT). All are measured in performance across 32 service attributes.
The best performances were recorded by Equant, BT Infonet and AT&T. Equant achieved the customer satisfaction pinnacle with the Best in Class for Overall Performance as measured from three perspectives – combined, derived and stated. Additionally, Equant measured their best performance in the last two years in combined overall satisfaction. BT Infonet was the second most successful operator in the overall satisfaction scores and has improved in derived, stated, and combined satisfaction over the past two years.
According to Janet Watkin, Director at Telemark, “Each of the global carriers have some very impressive strengths – especially on their native continent. Customers should expect satisfactory customer support throughout the lifecycle of their relationship with the carriers – regardless of their geographic location.”
AT&T received three Telemark Gold Awards – the most of any carrier – one in Secure Data Transfer, one in Installation not Disrupting, and one in Prior Pilot Installation. Satisfaction scores rated at more than 20% above the Benchmark Standard merit a Telemark Gold Award and signifies the attainment of an exceptional level of customer satisfaction.
Equant scored “Best in Class” in 9 of the 32 attributes measured – the most of any carrier. AT&T followed close behind with “Best in Class” scores in 7 attributes – especially impressive with changes taking place due to the acquisition by SBC. BT Infonet received “Best in Class” for 5 of the attributes.
The top three service attributes that matter most to customers (Network Reliability, Value for Money and Secure Data Transfer) are grouped as “Indispensable to Customers” and should be the main focus of service excellence by global carriers. Each carrier experienced a certain level of accomplishment in these attributes. The 32 attributes are also broken into six attribute groups – Network Operation, Customer Support, Network Installation, Pricing, Meeting Needs, and Billing.
“It is truly difficult to be ‘all things to all people’, but that is a common expectation by customers of global communications,” continues Watkin. “Each carrier showed ability in the ‘Indispensable to Customers’ and Attribute Group performance which should be comforting to prospective customers.”
Additional details for each carrier and their performance on the 32 attributes are included in the full report.
About Telemark’s Voice of the Customer: IP Services for the Business User Report
Telemark’s innovative report provides user feedback from several hundred data network managers worldwide on customer satisfaction with IP VPN and related International IP business services. The report is published three times each year (April, August, December) and includes profiles of service providers (AT&T, BT, Cable & Wireless, Equant, Infonet, MCI and NTT) based on customer information supplied during interviews to discern strengths and weaknesses. A comprehensive range of research techniques and robust methods are used to gather data thereby ensuring meaningful, actionable results. The report examines the levels of perceived importance and satisfaction on 32 service attributes from 'bid to bill'. The comparative assessment looks at perceived performances of the operators indicating 'Best in Class'. For more information about the report, visit http://telemarkservices.com/en/reports_attributes.htm
About Telemark Services Ltd.
Telemark is a fast growing marketing services firm offering consultancy, publications and online analysis with proven expertise in measuring customer satisfaction, competitive analysis, benchmarking, trend analysis, channel management, new product development, demand estimates, branding, tariff analysis, and business strategy, exclusively within the telecommunications and IT sectors. An experienced team with decades of independent market research experience in the expanding market for voice, data and vision, Telemark is often the first-choice supplier for many organisations with a requirement for international market research and analysis covering emerging technologies such as VoIP, convergence and hosting applications. For more information, please visit www.telemarkservices.com or email info@telemarkservices.com.
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