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...Survey Reveals Widespread Frustration Over Persistent Failure to Meet Expectations...

Multinational companies are suffering major network service problems in the UK as a result of the ‘boom and bust’ cycle that has gripped the telecoms sector. This is the claim of DMW Group, a specialist UK technology consultancy, after detailed research into service level satisfaction.

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.

Service providers have routinely failed to meet expectations in the two areas that their corporate customers value most highly – reliability and customer service, the survey found.

“Much attention has been given to the problems that have been affecting service providers, but little consideration given to the impact on corporate customers,” said Chris Dean, director, DMW Group. “There is widespread frustration at service providers’ persistent failure to meet expectations.

“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. With a new wave of restructuring about to hit the sector, the issues are likely to continue for the foreseeable future.”
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. Some of our clients have obtained good value for money by making intelligent use of different suppliers and managing their carriers carefully, but it requires careful planning,” 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.

"The telecoms sector has traditionally sold its wares on the basis of technology and price. The moves to more open communications, coupled with a merging of telecoms and IT networks and services, mean that a value proposition is needed that matches user expectations and not just an internal assumption of user requirements," said Chris Lewis, Vice President EMEA, the Yankee Group.

About DMW Group

DMW Group is a London-based group of technology-orientated management consultants who embody a broad spectrum of IT skills but whose main focus is on e-business, networking and infrastructure solutions. The company has carved out a unique reputation in its market and is the consultancy of choice for many world-leading organisations in both the private and public sectors. See

About The Yankee Group

The Yankee Group is a global leader in technology research and consulting. Our customers, which include technology vendors and users, benefit from our accurate, reliable, and trusted research, consulting, and personalized one-to-one client interaction covering communications and IT products and services. Now in our fourth decade, the company is headquartered in Boston and maintains offices throughout North America, Europe, Latin America, and the Pacific Rim.


Sarra Mander/Steve Earl


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