Peer Preference Ltd, UK, announce today the availability of a new feature on its online portal that provides access to the hundreds of comments made by users to express their levels of satisfaction or dissatisfaction with their major global IP VPN suppliers, as well as with local and regional providers.
It is clear that service providers might think that they have the best network and the broadest set of services on the market, but if they fail to keep an eye on crucial issues such as billing, customer care, pricing – to mention just a few – they will not have happy customers. As we all know, happy customers will stay while unhappy customers will seek services elsewhere when the time is right.
This could increasingly be the fate of Cable & Wireless and Telefonica if they fail to address yawning gaps in customer service levels, according to customer satisfaction benchmarking which can be viewed at www.peerpreference.com
In a recent report “Global DataVPN: Strive for 5”, from Telemark Services, Orange Business Services is the only one of the eight global data VPN service providers analysed in the report to have “confident” customers, meaning that the company’s customers are more likely to stay loyal to Orange.
“Being the only provider in the Confident quadrant in Telemark’s Strive for Five reports is a great recognition of the ongoing dedication Orange Business Services has in pleasing our customers,” said Dominique Espinasse, senior vice president, Customer Services & Operations, Orange Business Services. “Though we are winning our customers’ hearts and minds, we aspire to not simply satisfy our customers but to truly delight them with our Outstanding Customer Experience.”
In contrast, Cable & Wireless and Telefonica have their work cut out to win over customers that currently appear to be singularly unimpressed with how well they are being looked after.
According to Janet Watkin, Director at Telemark Services: “A position in the bottom quadrant of Telemark’s customer confidence matrix shows that the number of disaffected customers exceeds the number of delighted ones. The Peer Preference portal allows service providers to see the anecdotal comments, made by survey respondents, to help them with their root cause analysis of poor customer dissatisfaction as well as to generate charts that compare performances of the different operators.
The report shows that both Telefonica and C&W will need to increase customer attachment both emotionally and rationally, while NTT Com has to tackle the rational effect to improve customer confidence and AT&T, BT, T-Systems and Verizon Business should all target improvements in emotional effects.
Unsurprisingly, customer satisfaction was at its lowest in the pricing category: all customers are rated as being “unimpressed” with pricing.
Enquires
Jessica Baglow +44 (0)1204 391 632
jessica.baglow@telemarkservices.com
About Peer Preference
Peer Preference is a dynamic buyer’s guide designed to help IP VPN users select the ‘best fit’ service provider(s) for their specific purchase criteria. The opinions of over 600 experienced IP VPN users, based in over 30 countries, have been added to our online database. IP VPN buyers create their own charts by selecting their most important purchase criteria from a list. The data dynamically arranges according to the selections made by the IP VPN buyer. Anyone who registers at www.peerpreference.com obtains two complimentary tokens to use in order to see which service providers are rated highly and which are not. All registered members also have the ability to access the comments made by users when evaluating their suppliers – completely free of charge.
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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