Telemark Services Ltd, a leading market research firm for ICT today announces the publication of the first issue of its new Voice of the Customer report DataVPN: Abstract, Overall Analysis, Appendix. Added to the analysis for the first time are global data VPN operators Deutsche Telekom (T-Systems) and Telefonica. Comparisons with global rivals: AT&T, BT, Cable and Wireless, NTT, Orange Business Services, and Verizon Business show their relative perceived performances overall and on 32 service attributes from bid to bill.
According to Janet Watkin, Director at Telemark "the inclusion of Deutsche Telekom (T-Systems) and Telefonica as global dataVPN operators illustrates that the choice is wider than generally recognised. Clearly buyers are advised to consider the strengths and weakness of the service providers and this analysis illustrates how data network managers´ perceptions can be used to profile each operator".
The report shows Deutsche Telekom and Telefonica challenging those competitors at the forefront of the global data VPN market. Deutsche Telekom was the most improved operator and Telefonica took Best in Class for four service attributes one being Support in Local Language. However, Deutsche Telekom and Telefonica need to make all-round progress to comprehensively compete with their established global rivals. Deutsche Telekom and Telefonica are ranked 6th and 7th respectively in the overall rankings and have a long way to go to fully challenge the current leader Orange Business Services.
Orange Business Services has been named best global operator in DataVPN: Abstract, Overall Analysis, Appendix earning it Telemark’s Platinum Award. In contrast Verizon Business is positioned last overall out of the 8 global carriers featured. Results point to a lack of general confidence in Verizon Business. Customers scored highly for the 32 service attributes suggesting no decline in the services offered. Verizon Business leads the Strive for Five with almost a third of all attribute ratings being classified as ´very satisfied´. However, due to a relatively weak Feel Good Factor Verizon Business’ overall satisfaction score comes out bottom of the league table, in comparison to its competitors. In order to regain standing in the overall categories Verizon Business needs to regain the customers´ confidence once again.
There was good news for all operators featured in Telemark’s DataVPN: Abstract, Overall Analysis, Appendix. NTT join AT&T and Orange Business Services as operators who have the highest Customer Satisfaction Index in a given category. AT&T was awarded 3 Diamond Awards as they came top in 3 categories: Pricing, Network Installation, and Network operation. BT excelled in the Category Indispensable with an outstanding rating. Indispensables are the aggregate of Network Reliability, Secure Data Transfer and Network Availability. And finally, Cable and Wireless received 3 Gold Awards; the highest number of Gold Awards obtained in this latest report.
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