By BT Press Release

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 multi-national 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;
  • 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.”