In Telemark's latest independent Customer Experience report, BT ranked first for customer satisfaction with global data VPN (virtual private network) providers and achieved the Platinum Award for Best Operator Overall for Customer Satisfaction.* The market research company's survey is based on interviews canvassing the thoughts and experiences of over 700 customers of all major international VPN providers between 1st July 2007 and 30th June 2008.
BT also set a new record for the attribute "Ability to Meet Requirements" in the history of Telemark's Customer Satisfaction Index. The report aims to determine customer priorities and to identify best in class service providers overall, by category and by service attribute. The Overall Satisfaction Index is a measure of customer experience of the total offering against a set of customer requirements for each service provider. It measures the perceived operator performances based on how customers think and feel about their supplier.
Janet Watkin, director at Telemark said: "BT's customer feedback is very impressive. In addition to being ranked number 1 overall it scored the highest number of top places ever recorded for the service categories. It seems that BT's relentless focus on improving the customer experience and its passion for getting it right first time for customers is what really sets it apart in meeting customer requirements. As the report shows this is certainly being rewarded by delighted customers".
Francois Barrault, CEO, BT Global Services said: "We are passionate about customers and being number one for customer service is a number one priority for BT. This outstanding result confirms the success of BT's programs to continually improve customer experience".
BT also received:
5 Telemark Diamond awards for customer experience in the areas of:
- Top 10 customer priorities
- Network installation
- Meeting requirements
- Customer support
- Pricing
8 Telemark Gold Awards for outstanding customer satisfaction in:
- Top 10 customer priorities
- Network reliability
- Secure data transfer
- Installation not disrupting
- Technical support
- Ability to meet requirements
- Geographical reach end-to-end
- No hidden extras in bills
7 Telemark Best in Class awards for
- Technical support
- Value for money
- Ability to meet requirements
- Geographical reach end-to-end
- Long term relationship
- No hidden extras in bills
-Ends-
About Telemark Services
Telemark is a fast growing 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 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 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
About BT
BT is one of the world's leading providers of communications solutions and services operating in 176 countries. Its principal activities include the provision of networked IT services globally; local, national and international telecommunications services to our customers for use at home, at work and on the move; broadband and internet products and services and converged fixed/mobile products and services. BT consists principally of four lines of business: BT Global Services, Openreach, BT Retail and BT Wholesale.
In the year ended 31 March 2008, BT Group's revenue was £20,704 million with profit before taxation and specific items of £2,506 million.
British Telecommunications plc (BT) is a wholly-owned subsidiary of BT Group plc and encompasses virtually all businesses and assets of the BT Group. BT Group plc is listed on stock exchanges in London and New York.
For more information, visit www.bt.com/aboutbt
About BT in the Middle East
BT has been present in the Middle East since 1985. With more than 180 professionals operating in the Gulf, Levant, North Africa and Turkey markets, BT supplies a core set of networked IT services such as managed IP infrastructure, security services and outsourcing.
BT maintains its regional hub in Dubai, and also serves customers via offices in Oman, Turkey and Saudi Arabia (through a joint-venture) as well as nodes in Dubai, Egypt, Lebanon, Kuwait, Morocco and Turkey.
Today, BT enables the business needs of more than 300 multinational customers in the Middle East, including Barclays, Bristol Myers Squib, Thomson Reuters, Unilever and Visa. BT is also committed to enabling the region's telecoms operators achieve their competitive and expansion objectives, while support the business networking needs of both multinational and locally-based customers in a range of industry sectors.
For more information about BT in the Middle East, visit: http://www.btglobalservices.com/business/mea/en/index.html
© Press Release 2008
