Telemark Services Ltd, a leading market research firm, announces the publication of the first issue of its new Voice of the Customer report ICT Service Supremacy aimed at suppliers and users looking to benchmark world class standards of perceived performances. Included in the analysis is Telemark’s Crystal Ball, a predictive tool which estimates likelihood of future success based on indices of customer satisfaction and endorsement. These indices are calculated from responses to scorecards where users of ICT services rate their experiences and provide declarations of future intent to purchase. Suppliers are mapped to various quadrants of competitiveness (Dolphin, Whale, Shark, Sardine) In total 845 evaluations were conducted by telephone with decision makers from multinational enterprises between 1 July 2006 and 30 November 2006.
According to Janet Watkin, director of Telemark, "The purpose of comparing a broad group of ICT suppliers, against a benchmark that equates to outstanding customer experience, is to define and measure world class standards. By doing so independently and transparently, the industry can learn about best practice wherever it is found and suppliers can assess their relative perceived position and current performance ratings."
Over 70 ICT suppliers are mentioned in the ICT Service Supremacy report with detailed profiles on the following: Accenture; AT&T; BT; Cable & Wireless; Cisco; Dell; Deloitte Consulting; Embratel; Global Crossing; Hewlett Packard; IBM; Microsoft; NTT Com; Oracle (Siebel); Orange Business Services; PCCW; SingTel; Telefonica; Telmex; T-Systems; Unisys; and Verizon Business.
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