Telemark Services released the 2005 results of the Voice of the Customer: Annual Report today. The report measures the ability of global communications companies to provide bid-to-build customer satisfaction. Comparisons to prior years' performance are included for key measurements. 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 which are placed into 6 groups.
Telemark Services released the 2005 results of the Voice of the Customer: Annual Report today. The report measures the ability of global communications companies to provide bid-to-build customer satisfaction. Comparisons to prior years' performance are included for key measurements. 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 which are placed into 6 groups.
The 2005 customer satisfaction accomplishments were recognized with awards reflecting their respective strengths. The Platinum Award is given to the best operator. BT Infonet has received the 2005 award for their consistently high customer satisfaction results as measured across all service attributes. The Crystal Award goes to the most improved operator. NTT's advancements in customer satisfaction focus throughout 2005 lead to their receipt of the Crystal Award.
Operator performance is tracked by Telemark in six groups. Diamond Awards are bestowed upon those operators successfully winning both the hearts and minds of their customers for a given group. Equant received the most Diamond Awards by achieving category-leading satisfaction in Network Operations and Customer Support. Platinum Award winner BT Infonet also captured a Diamond Award for Pricing. Crystal Award winner NTT added a Diamond Award for Billing.
According to Janet Watkin, Director at Telemark, "2005 was an interesting year in the telecommunications industry. Despite the turmoil of operator consolidations, industry leaders have remained strong. Telemark has tracked the ups, downs and shifts in satisfaction during the year. We are pleased to announce the winners of the Platinum, Crystal and Diamond awards for customer satisfaction for 2005".
Additional details for each carrier and their performance on the 6 areas and 32 attributes are included in the full report.
About Telemark's Voice of the Customer: Annual Report
The fourth issue of Telemark's annual summary benchmarking customer satisfaction examines the perceived relative performance of global operators supplying international data network services. The results are based on a total cumulative sample of 1672, covering the period January to December 2005. It incorporates the results from the Telemark 'snapshot' reports for Managed Data Network Services (MDNS) and Internet Protocol (IP) benchmarking customer satisfaction published throughout 2005. For more information and to purchase the report, visit: http://www.telemarkservices.com/en/repsa.html
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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