Telemark’s survey of international enterprises reveals that the cumulative customer experience of the global operators is graded ‘good’ overall. The Executive Briefing, published recently, shows competitive comparisons between AT&T, BT, Cable & Wireless, Deutsche Telekom, NTT Com, Orange Business Services, Telefonica and Verizon Business.
Orange Business Services earns the accolade Best Global Operator for achieving the top score on Telemark’s Voice of the Customer Satisfaction Index. At a category level AT&T took ‘Best Pricing’, ‘Network Operation’ and ‘Network Installation’ whereas NTT Com won ‘Best Billing’ and Orange Business Services ‘Best Meeting Requirements’ and ‘Best Customer Support’.
Verizon Business Services is perceived as ahead of rivals on Fault Reporting Process and Technical Support. Deutsche Telekom made 14 major improvements and Cable & Wireless earned three Gold Awards for ‘Outstanding’ customer satisfaction with Network Reliability, Secure Data Transfer and Network Availability.
The analysis is based on a telephone survey of over 1,000 respondents from large international enterprises undertaken between 1 July 2005 and 30 June 2006.
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