AMSTERDAM (September 5, 2005) – Telemark Services Ltd, a leading market intelligence firm for benchmarking customer satisfaction in the telecommunications industry, has published its 13th comparative benchmarking report and analysis of global service providers, Benchmarking Customer Satisfaction: International Business IP Services, which names Equant “Best In Class” in Overall Satisfaction (Derived and Combined) compared to six competing operators who provide global communications services to multinational corporations.
According to Janet Watkin, director at Telemark: “The facts from Telemark’s study into customer satisfaction denote Equant as the global operator most fully satisfying multi-national enterprises in the growing market for IP VPN services. The dramatic improvements in Equant’s satisfaction ratings on, for example, End to End Network Management and Installation on Schedule are indicative of Equant’s total commitment to guarantee high levels of service continuity and availability.”
The findings of the report, based on a sample of 276 IP users and related services, also shows that Equant leads competitors in 11 performance attributes obtaining “Best in Class” for:
- 24-hour Transparent Maintenance.
- End-to-End Network Management.
- General Helpdesk Provision.
- Geographic Reach End-to-End.
- Installation on Schedule.
- International Performance.
- Prior Pilot Installation.
- Single Point of Contact.
- Technical Support.
- Third Party Equipment Integration.
- Understandable Tariffs.
Equant achieved a Telemark Gold Award for “Outstanding” customer satisfaction in End to End Network Management. In addition, Equant was rated “Excellent” for 15 service attributes, three of these within the Customer Support Category: General Helpdesk Provision, Technical Support and Single Point of Contact. Moreover Equant was the only operator to achieve satisfaction ratings in the range of “Good,” “Excellent” or “Outstanding” in an impressive 81 percent of the 32 top ranking attributes. Further, Equant was one of only two providers not to receive a “Poor” performance rating.
Alexandre Gouvea, senior vice president, Customer Services and Operations, said: “I am very pleased with the latest Telemark findings, showing that Equant has increased its performance on seven criteria and illustrating a consistent pattern with a lot of strengths and no service attributes rated below the acceptable level. These ratings exemplify Equant’s continued dedication to maintaining a high level of customer satisfaction with our customers.”
About “Benchmarking Customer Satisfaction International Business IP Services”
“Benchmarking Customer Satisfaction International Business IP Services” is a snapshot of user opinion on 32 service attributes giving a comparative assessment of the core operators from the user viewpoint. It is updated tri-annually.
It is believed to be the most authoritative guide to perceived performances of a group of core competing operators supplying IP VPN available on the market.
About Telemark Services Ltd.
Telemark is a fast growing marketing services firm offering 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 IT sectors. An experienced team with decades of independent market research experience in the expanding market for voice, data and vision, Telemark is often the first-choice supplier for many organizations with a requirement for international market research and analysis covering emerging technologies such as VoIP, convergence and hosting applications. For more information, please visit www.telemarkservices.com or email info@telemarkservices.com.
About Equant
Equant is a recognized industry leader in global communications services for multinational businesses. Equant combines its network expertise with its expanded services capabilities to provide global, integrated and customized communication services to enable its customers’ key business processes. Equant serves thousands of the world’s top companies, with the industry’s most extensive portfolio of communications services and network solutions, including the market-leading IP VPN used by nearly 1,300 global businesses. Equant, a subsidiary of France Telecom, consistently leads industry surveys in corporate user satisfaction.
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