ICT CUSTOMER SERVICE EXPERIENCE RATED OUTSTANDING BY TELEMARK
Telemark Services, Manchester UK, a leading ICT market research firm, today announces that Cisco has earned the Gold Award for Customer Satisfaction. The results, published in Telemark’s August 2009 issue of Voice of the Customer ICT Service Supremacy report show that Cisco’s customers rated their overall levels of satisfaction as Outstanding, a rare accolade in customer service experience.
Tim Shorrocks, Strategy and Marketing Director, UK and Ireland at Cisco commented, “We are delighted to be recognised through this award, as customer satisfaction is a key element in our business success. Only by collaborating with our customers can we develop products that meet their needs and work with them to create networks that connect communities and businesses”
Cisco obtained 30.2% in its overall Customer Satisfaction Index (>25% is Outstanding), placing it 2nd overall (in total, 24 global ICT suppliers are evaluated). It was rated Outstanding in 11 areas out of a maximum of 20 with best practice performances for ‘People are Knowledgeable’, ‘Product is Fit for Purpose’ and ‘Product is Reliable’.
Cisco’s success in customer satisfaction is reinforced by its position in the top quadrant of Telemark’s matrix, which predicts user steadfastness, earning it the coveted World Class insignia from Telemark.
“Letting customers know that their chosen supplier is independently confirmed as World Class is very reassuring,” says Janet Watkin, Managing Director of Telemark. “The act of measuring best practice becomes a catalyst for improvement for everyone. It shows who is doing well and why. Companies identify how to progress by learning lessons to surpass the best.”
The CSI is generated by asking users of ICT to rate importance and satisfaction of a range of service attributes. The data is analysed against Telemark’s standard benchmarks ranging from Poor to Outstanding. 1111 respondents participated during the period 1st June 2008 – 31st May 2009.
CONTACT
James Baglow
+44 1204 396 579
e-mail james.baglow@telemarkservices.com
www.telemarkservices.com
About Telemark Services
Telemark is an established marketing services firm offering OCEAN (Outstanding Customer Experience, Analysis and News), consultancy, publications and online analysis with proven expertise in measuring customer satisfaction, competitive analysis, benchmarking, trend analysis, channel management, new product development, demand estimates, branding, tariff analysis, and business strategy, exclusively within the telecommunications and ICT sectors. Telemark is often the first-choice supplier for many organisations with a requirement for international market research and analysis covering emerging technologies such as VoIP, ICT convergence and hosting applications. For more information, please visit www.telemarkservices.com or email info@telemarkservices.com
|
