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Global firms demand better service from major telcos, says survey
For multinational corporations (MNCs), an efficient, reliable, and secure global network is the most important thing to expect from telecommunication providers, says a new report
The Asset 4 May 2015
For multinational corporations (MNCs), an efficient, reliable, and secure global network is the most important thing to expect from telecommunication providers, says a new report. But, even the world’s biggest providers have scored poorly on a number of basic performance criteria.
 
A survey of 500 MNCs led by research firm Ovum shows that major telecommunication companies (telcos) have scored poorly on the following: account management, co-innovation with customers, and delivering value for money. Major telcos also got low scores on problem resolution, geographic coverage, and delivery to service-level agreements.

David Molony, principal analyst at Ovum, suggests that ‘the big six’ telcos, namely AT&T Busines Solutions, BT Global Services, Orange, T-Systems, Verizon, and Vodafone Global Enterprise, are rated hardly any better than the many upstart regional service providers in emerging telecoms markets.
 
Meanwhile, challengers such as Easynet, Interoute, Level 3, Tata Communications, and Telstra recorded some high scores, reflecting their investment efforts in customer service organization and advanced networking.
 
Ovum’s report, based on its Enterprise Insights survey of information and communications technology (ICT) decision-makers and influencers, offers analysis of CIOs’ and telecoms managers’ ratings of their primary telecoms operators, where these operators are suppliers of global ICT services. The respondents were asked to rate their main supplier across a range of performance criteria.
 
“Our research highlights the challengers’ achievements, and we feel it sends a particularly strong message to the big six,” says Molony. “Global service providers in the telecoms industry should be treating existing contracts as if they are in continuous competitive tender. They should be looking to improve overall service performance across a range of criteria, and not just to address or improve on shortcomings.”
 
Overall, the big six achieved an average performance rating of 105 in global services, compared to an average score of 104 for all other service providers. The maximum score is 200. Among the largest telcos in global services, BT and AT&T got the highest ratings from their customers, with T-Systems and Vodafone reaching the next-best level of performance rating.
 
“AT&T and BT might be most satisfied with their ratings, at least in terms of their standings against their immediate tier-1 rivals. However, all the big six global service providers should be concerned that they do not stand out from the pack that is following them,” concludes Molony. 
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