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Orange Business Services Rated Best Global Service Provider for Overall Branded Customer Experience
|By Business Wire
|May 28, 2014 04:00 AM EDT
Services is rated the best-in-class global service provider by its
customers according to Ocean82
(Outstanding Customer Experience Analysis & News), a leading U.K.-based
marketing research firm specializing in ICT.
Pushing Back the Competition, a recently published report that
compares user opinions on major service providers, shows that Orange
Business Services is the best-in-class global service provider with an
Ocean82 index of 81, which is markedly ahead of its nearest rival which
scored 71. This rating is based on Orange Business Services exceeding
the excellent or outstanding benchmark in several key categories as well
as outscoring competitors on the sum of the ratings for brand, service
ensuring outstanding experience throughout the customer journey
Orange Business Services is the only provider that passes the excellent
benchmark for meeting customer requirements overall, which includes
measurement of satisfaction with pricing, network installation, network
operation, customer support and billing. The report finds that customers
trust Orange Business Services to continually improve the design and
effectiveness of operating procedures to ensure that their expectations
for delivery, quality and service are met post-purchase throughout the
contract life. The company is rated outstanding in these major
categories: indispensable to customers, bills in currency of choice,
technical support and support in local language.
providing market-leading quality of service and seamless network
Orange Business Services scores well above the market average when
considering long-term value, indicating that customers see Orange
Business Services as a trusted partner that will continue to evolve its
solutions and services to serve their requirements into the future.
Orange Business Services is rated outstanding for these attributes:
network availability, secure data transfer, geographical reach end to
end and reaching difficult locations.
“A primary driver at Orange Business Services is to become a trusted
partner to our customers,” said Paul Joyce, senior vice president,
Customer Services & Operations, Orange Business Services. “The
independent analysis from Ocean82 demonstrates that Orange Business
Services continues to earn the confidence of our customers. Having our
customers rate Orange Business Services as a best-in-class provider is a
very high compliment that we value and that drives us to continually
provide an outstanding customer experience and high quality of service.”
According to Janet Watkin, CEO at Ocean82: “Keeping score, through
benchmarking user opinion, changes behaviors because it focuses on
outcomes and helps empower employees to better serve customers. The
Ocean82 scoreboard is very compelling because it reveals winners and
losers in the quest to make the user experience outstanding in these
times of major transformation and ever-increasing competition.”
report methodology calculates user opinion in a single score
Providers’ relative perceived performances for 70 attributes of service
from inquiry to bill constitute the customer value package for
multinational enterprise buyers. Following an analysis of more than
100,000 customer-generated data points, the major global providers are
ranked using the Ocean82 index. This index is a gauge of user opinion
summarized as a single score to reflect overall loyalty and customer
sentiment that can be monitored over time.
The Ocean82 study is available here: http://www.orange-business.com/en/library/publication/pushing-back-the-competition
About Orange Business Services
Orange Business Services, the Orange branch dedicated to B2B services,
is a leading global integrator of communications solutions for
multinational corporations. With the world's largest, seamless network
for voice and data, Orange Business Services reaches 220 countries and
territories with local support in more than 160. Offering a
comprehensive package of communication services covering cloud
computing, enterprise mobility, M2M, security, unified communications,
videoconferencing, and broadband, Orange Business Services delivers a
best-in-class customer experience across a global landscape. Thousands
of enterprise customers and 1.4 million mobile data users rely on an
Orange Business Services international platform for communicating and
conducting business. Orange Business Services was awarded four of the
telecom industry’s highest accolades at the annual World Communication
Awards 2013 – Best Global Operator, Best Cloud Service, Best Enterprise
Service and Best Small Business Service. Orange Business Services is the
only seven-time winner of Best Global Operator. Learn more at www.orange-business.com
or follow us on LinkedIn,
Orange is one of the world’s leading telecommunications operators with
annual sales of €41 billion in 2013 and has 165,000 employees worldwide
at Dec. 31, 2013. Orange is listed on the NYSE Euronext Paris (symbol
ORA) and on the New York Stock Exchange (symbol ORAN).
Orange and any other Orange product or service names included in this
material are trademarks of Orange Brand Services Limited.
Ocean82 is an established marketing services firm
specializing in benchmarking the customer service experience for the
Information & Communication Technologies industry. It offers marketing
research, consultancy, publications and online services.
Ocean82 is known for its track record in ‘voice of the
customer’ analysis of: competitive positioning; business strategy;
demand estimates; branding; product development; post-purchase care;
channel management and pre-sales support exclusively in the ICT industry
sector. With a committed team it has experience in 30 countries and 10
languages often making Ocean82 the first-choice supplier for many
organizations with a requirement for international marketing research
and analysis covering emerging and established technologies such as
cloud computing, digital transformation, MPLS, VoIP, IT networked
services, convergence and hosting applications.
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