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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 AT&T and Orange Business Services (11 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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