Telemark Services Ltd, Manchester, UK announces today the publication of its report ICT Service Supremacy: Executive Briefing following its customer service experience survey with 1023 ICT users.
The most frequent top of mind comment related to value and analysis of the scorecards confirms that nearly 30% of respondents claim to be disaffected with the value for money obtained for the price paid.
An analysis of customer priorities revealed that 'Value for Money' ranked 3rd in importance after 'Product is Fit for Purpose' and 'Product is Reliable'.
According to Janet Watkin, Director at Telemark, "The worst time to have dissatisfied customers is during economic downturn. Share of available spend is fought over vigorously among competing brands and users look for ways to reduce costs and spend less so whatever a company does best it needs to do even better, more so in a tough environment. High levels of customer satisfaction are a pre-requisite for customer retention in competitive markets, whatever the economy. In bad times its importance rises still further."
Dell came top of the Value league table with an Outstanding rating for Value for Money and Cable & Wireless, rated Poor, came bottom.
The analysis identified the top improvement priority per supplier. Value for Money emerges as the top improvement priority for the following six suppliers: Avaya; Cable & Wirelss; IBM; Oracle; Samsung and T-Systems.
The study compares 24 major ICT suppliers, from software providers to telecoms equipment companies, on levels of satisfaction with product, customer support and value.
About Telemark Services
Telemark is an established marketing services firm offering research, consultancy, publications and online user driven buyers guides. It has proven expertise in measuring the customer service experience. Telemark is known for its track record in the analysis of competitive positioning, benchmarking, time trend, demand estimates, branding, tariffs, and business strategy, exclusively within the telecommunications and IT sectors. With an experienced and committed team it has experience in 30 countries and 10 languages often making it the first-choice supplier for many organisations with a requirement for international market research and analysis covering emerging technologies such as MPLS, VoIP, convergence and hosting applications. For more information, please visit www.telemarkservices.com or email info telemarkservices.com.
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James Baglow
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