Cisco tops for customer engagement

Telemark Services the leading market research firm for IT and Telecoms, today announces that Cisco is rated number one in the world for best practice customer engagement.

With a strategic positioning score of 85.6% Cisco sets the standard for others to match or beat. The Telemark Scoreboard provides each of the major ICT (Information & Communications Technology) providers included in the study with their own score to give a league table ranking the best to worst. This score was calculated following 1,250 interviews with end-users who assessed their experiences, not only with diverse services and solutions in software, hardware, and telecoms equipment & services but on the ability of the ICT providers to succeed on the softer people skills that so often drive the emotional affinity that predicts customer commitment and loyalty.

By calculating a single number and using this to rank the ICT providers in a league table, Telemark is able to predict likely user steadfastness and future competitive advantage says Janet Watkins, Director at Telemark. The Telemark Scoreboard is a superb guide for the ICT provider to gauge their positioning in the minds of the user community. Furthermore the measurement of best practice customer care becomes a catalyst for improvement that inspires everyone.

Out of a diverse group of 74 ICT providers, Cisco is one of only three to receive the coveted World Class Award which it has earned for the 7th consecutive time for its occupancy in top quadrant in Telemarks model that predicts user steadfastness.

Cisco has always placed the highest priority on delivering the best customer experience possible and continually reviews its performance on this front. This results in a very loyal customer base which continues to grow worldwide, says Heli Tuononen, Market Intelligence Manager, Cisco The Telemark World Class Award, as an independent benchmark across the global ICT sector, is an excellent complement to the positive feedback we have received through our own comprehensive global Customer Satisfaction survey and we are delighted at this recognition.

The results are published in Telemarks ICT Service Supremacy February 2010 report.

The Strategic Positioning Score is generated by asking users of ICT to rate levels of importance and satisfaction for service attributes together with their likelihood to buy more, renew their contract and recommend their supplier to their peers. The data is analyzed using Telemarks proprietary algorithms to calculate a score between 1 and 100. This score is used to rank each ICT service provider on a comparative best practice league table. Cisco is 1st overall within this league table.