Feeds

Service levels sink as telcos tighten belts

It's the customer service, stupid

  • alert
  • submit to reddit

Combat fraud and increase customer satisfaction

Customers are suffering as service providers, hit by the telecoms slowdown, remain preoccupied by their balance sheets and the latest technologies rather than delivering adequate service.

That's the conclusions of a study by tech consultancy DMW Group which found multinational companies are suffering major network service problems because telcos are taking their eye of the ball.

DMW Group commissioned The Yankee Group to investigate how senior executives at large UK companies felt about the levels of service they were receiving from their carriers. The findings ranged between damning and ambivalent, with most of those surveyed expressing frustration with current levels of performance.

In particular, service providers have failed to deliver in the two areas their corporate customers value most highly - reliability and customer service, the survey found.

"The rate of change in the sector - both commercial and technological - has been too high to allow providers to develop well-rounded service offerings. Suppliers need to focus more on their customers' needs, instead of getting distracted by developments in their industry," said Chris Dean, director, DMW Group, who added that the problem is ongoing and only likely to get worse with further restructuring in the sector.

Areas such as network reliability, fault management and billing are frequently criticised by corporate customers.

"Above all, corporate users need dependable networks and responsive service. For some providers, a realignment of priorities is overdue," Dean added.

Most of the senior executives questioned by Yankee Group researchers agreed that carriers were letting them down in key areas of their service agreements. However, few had adequate contingency plans in place to deal with an unexpected problem such as a collapse of their existing provider or a widespread network outage.

Yankee Group questioned executives responsible for network traffic at 100 large companies as part of its Global Network Strategies Survey and then conducted in-depth interviews with a further smaller sample on behalf of DMW Group. ®

Related Stories

Earthlink tops ISP survey
Reg readers place VoIP ahead of 3G

Combat fraud and increase customer satisfaction

More from The Register

next story
This time it's 'Personal': new Office 365 sub covers just two devices
Redmond also brings Office into Google's back yard
Kingston DataTraveler MicroDuo: Turn your phone into a 72GB beast
USB-usiness in the front, micro-USB party in the back
Dropbox defends fantastically badly timed Condoleezza Rice appointment
'Nothing is going to change with Dr. Rice's appointment,' file sharer promises
BOFH: Oh DO tell us what you think. *CLICK*
$%%&amp Oh dear, we've been cut *CLICK* Well hello *CLICK* You're breaking up...
AMD's 'Seattle' 64-bit ARM server chips now sampling, set to launch in late 2014
But they won't appear in SeaMicro Fabric Compute Systems anytime soon
Amazon reveals its Google-killing 'R3' server instances
A mega-memory instance that never forgets
Cisco reps flog Whiptail's Invicta arrays against EMC and Pure
Storage reseller report reveals who's selling what
Microsoft builds teleporter weapon to send VMware into Azure
Updated Virtual Machine Converter now converts Linux VMs too
prev story

Whitepapers

Securing web applications made simple and scalable
In this whitepaper learn how automated security testing can provide a simple and scalable way to protect your web applications.
3 Big data security analytics techniques
Applying these Big Data security analytics techniques can help you make your business safer by detecting attacks early, before significant damage is done.
The benefits of software based PBX
Why you should break free from your proprietary PBX and how to leverage your existing server hardware.
Top three mobile application threats
Learn about three of the top mobile application security threats facing businesses today and recommendations on how to mitigate the risk.
Combat fraud and increase customer satisfaction
Based on their experience using HP ArcSight Enterprise Security Manager for IT security operations, Finansbank moved to HP ArcSight ESM for fraud management.