BT's Global Services division has been ranked as top operator by influential industry analyst Telemark Services, in its most recent global VPN customer experience report, with an overall rating of excellent.
BT Global Services' overall score was the highest ever recorded by Telemark in a global dataVPN satisfaction analysis - a feat described by Telemark as a new world record for overall customer satisfaction.
The global dataVPN report assesses operators by using Telemark's customer satisfaction index (CSI), a series of 32 service attributes grouped in categories. Telemark compiles a league table of results ranking global operators according to the CSI. BT Global Services was ranked first overall for customer satisfaction and received the Telemark Platinum Award. A total of 682 respondents from large business enterprises and multinational corporations participated in the survey.
As the top global operator, BT Global Services is recognised for its ability to:
* Focus on doing what matters most to customers better than competitors;
* Earn the trust and confidence of customers through providing a positive customer experience from bid to bill;
* Build relationships of trust at every contact interface; and
* Communicate proven success to reinforce a positive post-purchase experience.
Janet Watkin, Director of Telemark, said: “BT is perceived as best in class for the customer service experience with global data VPN, having achieved poll position in the overall customer satisfaction rankings for the second consecutive time. The Platinum Award, presented to BT by Telemark, acknowledges BT's success in capturing the hearts and minds of customers with excellence and ahead of global rivals.”
Hanif Lalani, chief executive BT Global Services, said: “Customer experience improvement has been a major focus for BT in the last couple of years. We've made good progress towards our objective of making things right first time for customers. It's great to see that our customers are also recognising our efforts.”
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Telemark Services
Telemark Services is an established 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 has decades of independent marketing research experience. Telemark is often the first-choice supplier for many organisations, with a requirement for international market research covering technologies such as VOIP, convergence and hosting applications. For more information, visit http://www.telemarkservices.com.
BT
BT is one of the world's leading providers of communications solutions and services operating in 170 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 lb20 704 million, with profit before taxation and specific items of lb2 506 million.
British Telecommunications (BT) is a wholly-owned subsidiary of BT Group and encompasses virtually all businesses and assets of the BT Group. BT Group is listed on stock exchanges in London and New York. For more information, visit http://www.bt.com/aboutbt.