Newsletters (PDF-Download)

Making Waves is Telemark´s monthly news publication focused on the customer service experience of dataVPN and ICT suppliers. Each month items are highlighted to keep the reader abreast of current user perception and industry activity.

Date	Contents
June 2008	Outline of how overall customer satisfaction with global service providers has varied over time. Customer Expectation Gap an analysis of perceived performances against customer expectation.
May 2008	Short articles on priorities for improvement, raising the bar and gaining customer confidence. A matrix of T-Systems results displaying perceived performances against customer priorities and the market average for customer satisfaction. A graph that illustrates the extent to which delighted customers exceed disaffected ones for each of the core global operators.
April 2008	Overall NTT Com is rated number 1 for global customer satisfaction. Orange Business Services and BT are rated excellent for Network Operation.
March 2008	The providers predicted to have a very strong chance of organic growth. The top three operators designated World Class in Telemark´s Crystal Ball.
February 2008	The top 10 performers Overall for the report ICT Service Supremacy. The gaps between top and bottom performers relative to a market benchmark that evaluates the customer experience. How Network Service Providers faired against the other ICT groups.
January 2008	Priorities for Improvement for the Global dataVPN market. A table of the Top Priorities for Improvement for the 8 global dataVPN providers covered by Telemark’s research.
December 2007	Customer perception on pricing from 8 Global dataVPN providers through assessment of rational and emotional thought. The top three priorities for dataVPN users. Customer satisfaction for 8 Global dataVPN providers for the attributes that customers deem indispensable.
November 2007	The top 10 customer service priorities for global dataVPN and those service providers with a high frequency of relative weak performances in this category. Summary profile of Global Crossing’s performance taken from Telemark´s ICT Service Supremacy report. A table showing differentiation where Best in Class performances are markedly ahead of the closest rival.
October 2007	A review of unaided Brand Awareness, from Telemark´s report Global dataVPN: Brand Appeal. A look at the latest dataVPN Customer Satisfaction ratings, including the two biggest movements in CSI. How to achieve an Outstanding CSI rating from Telemark. A breakdown of which global dataVPN providers won the 8 coveted Diamond awards for category success.
September 2007	The winner of Telemark´s Platinum award for best overall Global dataVPN operator. A graphic of the percentage of delighted, satisfied and disaffected customers for a featured supplier. A brief extract from the report Brand Appeal. Telemark´s Dolphin Insignia; what it is and what it represents. Including those suppliers who have achieved World Class status in both dataVPN and ICT research this summer.
July 2007	The winner of Telemark’s Platinum award for the forthcoming Voice of the Customer: ICT Service Supremacy report. A review of customer satisfaction of the 8 global dataVPN providers over the last year. Insight into how to delight customers.