WAN Providers Fail to Understand Customers’ Business & Technical Needs and are Slow to Resolve Network Problems

WAN Providers Fail to Understand Customers’ Business & Technical Needs and are Slow to Resolve Network Problems

Masergy Survey Reveals Network Providers Receive Low Customer Satisfaction Ratings from Non-Desk Based Companies

Download Press Release

LONDON (May 29, 2007) – Masergy, a global service provider specialising in simplifying business networks for enterprises, today announced results of a detailed survey it has carried out on 50 network managers of UK companies, with the purpose of finding out how satisfied they are with the levels of service they are receiving from their wide area network (WAN) providers. The survey examined a range of areas related to the networking experience, including solutions, collaboration, delivery, support and billing. Masergy did not interview its own clients in the survey.

The results show that those in charge of the network for their business are less than satisfied (only 60.09% satisfied – 66.67% or above pertains to being satisfied) with the overall customer services provided by their WAN providers. They are even less satisfied if their network provider is a large vendor (58.1% satisfied), compared with being 62.61% satisfied if they use a smaller vendor. The greatest disparity between vendor sizes is in the area of customer support, where smaller vendors have much higher customer satisfaction levels (61.12%) than larger vendors (52.01%).

Tony Hurtado, Global Head of Marketing at Masergy comments: “We wanted to avoid the traditional route of assessing customer experience by simply assessing customer service. We identified five customer touch points and surveyed a cross-section of companies in all of these areas.”

Masergy’s five customer touch points include: solutions; collaboration; delivery; support; and billing. The network managers surveyed are from companies of all sizes – from 5 to 10,000+ employees – and from various industries, including Business & Finance, IT & Telecoms, Media & Marketing, Manufacturing and the Services industry (such as education, catering and retail).

There was a notable difference between the five different customer experience categories. The areas of solutions (64.79% average), billing (62.87% average) and delivery (61.55% average), had noticeably higher satisfaction ratings than collaboration (54.49% average) and support (56.76% average). In the area of collaboration, customers were particularly dissatisfied with the WAN providers’ understanding of their business & technical needs (50% average) and for small companies with between 1-50 employees, this figure was only 25.64%.

Service provider responsiveness was also a negative factor: participants were generally dissatisfied with the timeliness of their network providers in resolving network issues (55.3% average). Again, larger network providers were rated much lower than more niche network providers (50% compared with 60.71% satisfaction level). What was surprising was that the largest companies (5000 employees +) were by far the least satisfied with this aspect of the service (44.44%). The services industry were the least satisfied with the timeliness of their service providers’ support (41.67%), over 30% lower in satisfaction levels than the media & marketing industries.

The Methodology
To numerically measure the satisfaction levels, MASERGY devised a sliding scale and assigned values to different satisfaction ratings. For each of the 23 questions posed, participants were asked to say whether they were extremely dissatisfied (0 points), dissatisfied (3 points), satisfied (6 points), or extremely satisfied (9 points). If a participant chose extremely satisfied, the score would be 9 out of 9.

If they chose extremely dissatisfied, the score would be 0 out of 9 and so on. Once the values had been calculated for each answer, the overall satisfaction number was turned into a percentage. So if on average customers were satisfied with the WAN service, the satisfaction level would be 66.67% (two-thirds satisfied) and if on average customers were dissatisfied with the WAN service, the satisfaction level would be 33.33%. If on average customers were neither dissatisfied nor satisfied, the level would be 50%.

Results

Following are the questions posed and the average overall satisfaction ratings by the participants:

Solutions:

How satisfied are you with the reliability of your WAN?71.4%

How satisfied are you with the security of your network?64.78%

How satisfied were you with the migration to your network?64.58%

How satisfied are you with the cost savings provided by the network?56.16%

How satisfied are you with the simplicity and ease of use of the network?66.67%

Collaboration:

How satisfied are you with the responsiveness of the network provider’s sales team?55.3%

How satisfied are you with the technical knowledge of the network provider’s sales team?55.3%

How satisfied are you that the network provider’s sales team understands your business & technical needs?50%

How satisfied are you that you were provided with real choices & informed options?53.17%

How satisfied are you that the vendor stands behinds its commitments & SLAs?58.7%

Delivery:

How satisfied were you with the coordination of the circuit installation by your network service provider?62.5%

How satisfied are you with the level of testing for reliable performance prior to activation?60.78%

How satisfied were you with the speed at which your circuits were installed?58.12%

How satisfied are you with the promptness of the network provider updates surrounding all circuit installs?64.81%

Support:

How satisfied are you with the effort it takes to speak with a live body when you call the network provider’s network operation centre?59.26%

How satisfied are you with the level of technical knowledge of the person answering the phone?56.06%

How satisfied are you with the timeliness & sensitivity that your network provider resolves your network issues?55.3%

How satisfied are you with the proactivity of your network provider regarding communication about network congestion, outages & errors?56.41%

Billing:

How satisfied are you with the level of consolidation and simplicity regarding your billing?62.28%

How satisfied are you with the level of accuracy of your billing?63.16%

How satisfied are you with the details supporting the taxes and fees assessed?63.89%

How satisfied are you with the payment options?65.74%

How satisfied are you with the fairness and speed at which your billing issues are addressed?59.26%

Graphs

For further statistical and graphical results from the customer satisfaction survey, please contactEmily Hampton of Bamboo PR on 0845 25 77114 or email emily@bamboopr.co.uk.

About Masergy:
Masergy is a privately held global network service provider specialising in delivering the strongest customer experience in the telecommunications industry. Serving hundreds of customers throughout the Americas, Europe, Asia, Africa and Australia, Masergy leverages advanced transport technologies to deliver global Ethernet services across a native MPLS network. The company pioneered customer-controlled network services and the delivery of multiple services over a single network connection. Masergy’s customers include companies from the financial/banking, healthcare, entertainment broadcasting, hospitality/hotels and manufacturing industries. More information is available online athttps://www.masergy.comor by calling 0207 173 6900.

We use cookies to improve your web experience, better understand how our site is used, and personalize advertising. By continuing to use this site you are giving us your consent to do this. Read more and make cookie choices by visiting our privacy policy.