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Telemark measures perceived performances for eight global dataVPN operators overall, per category and on 32 service attributes, including, for example, network reliability, availability and security. To win a Gold Award a level of outstanding customer satisfaction must be achieved. Satisfaction is measured using the CSI (Customer Satisfaction Index). The ´just satisfied´ benchmark is set a 0%. An outstanding CSI is a score greater than 25% above the benchmark.
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Almost all of the global operators evaluated in the report were
perceived as Outstanding for some aspect of their dataVPN service. The
highest number of Gold Awards went to BT (8 out of a possible 41). Cable
& Wireless was the only global operator who was not perceived as
Outstanding in any area of their dataVPN service.
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