Telemark Services Ltd, a leading market research firm, recognised for its Voice of the Customer Benchmarking Reports within the Global Data VPN arena, announced today the name of its new extended service package. Known as OCEAN this package goes even further to fulfil Telemark’s long held pledge to help telcos in their quest to win, keep and nurture customers. Those service providers who have embraced the customer experience as the driving force behind their own business transformation are most likely to benefit from the additional analysis presented in OCEAN. Underpinned by independently gathered user feedback the scope of OCEAN’s analysis covers the customer experience from enquiry to bill. The addition of a new matrix, as part of the analysis monitors probable growth. This matrix unites two indicators, firstly a measure of customer experience and secondly a measure of the likelihood of contract renewal, future purchase, and recommendation.
Telemark has measured users perceptions of Data VPN’s for over ten years. According to Janet Watkin Director at Telemark “In comparing the global players against benchmark standards it is apparent that its reports and analysis are extensively used for two primary purposes, advocacy and improvement. The recent changes in leadership, strategy, brand and organisation, among several of the global service providers has placed a focus on customer care and service excellence that hitherto was plagued with valiant initiatives but little major transformation to outstanding service. The ambitious global services providers are genuinely transforming into service organisations by building a genuine service culture. Such transformations will not happen overnight but Telemark is benchmarking their successes, or otherwise, every step of the way”.
OCEAN is believed to be the only off-the-shelf service package, where the analysis is made publicly available, that measures comparative supplier performances from the user perceptive against benchmark standards. OCEAN covers three tiers of customer feedback and evaluation: product, brand and people. It is the experience of decision makers and users of ICT, among multinational enterprises, that is measured and assessed. Overlapping each of these categories is an evaluation of the suppliers’ perceived loyalty and growth potential. One key feature of OCEAN is the option to compare perceived performances not just against direct competitors but against system’s integrators, software application providers, equipment providers, computer manufactures, and technology services companies.
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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