Global Crossing Earns 'Outstanding' Ratings in Telemark Survey
Quarterly Customer Satisfaction Results Continue to Outpace Competition
FLORHAM PARK, N.J., Nov. 5 -- Global Crossing (NASDAQ:GLBC)
, a leading global IP solutions provider, today announced it is one of only three ICT, or Information and Communications Technology, providers out of 24 companies profiled to garner "outstanding" and "excellent" customer satisfaction ratings across all five categories in the latest Telemark Services Ltd. report titled "ICT Service Supremacy." These results echo Global Crossing's most recent quarterly customer satisfaction survey, which showed that 97 percent of the company's customers are satisfied and that its satisfaction scores outstripped competitors in several key categories, including service activity support and overall value.
ICT is an umbrella term used to acknowledge the convergence of the information technology and communications industries. For the Telemark study, customers were surveyed about their satisfaction with the products and services they obtain from computer manufacturers, software suppliers, network service providers, equipment providers and systems integrators.
Global Crossing was rated "outstanding" in Telemark's indispensable, product and value indices, and rated "excellent" in overall satisfaction and customer support. The company also received a "Best in Class" rating in the "Product is Upgradeable" service attribute - one of 15 service attributes evaluated in the report. Twenty-four suppliers, including Global Crossing, were profiled in detail.
"Global Crossing's industry-leading ICT customer satisfaction reflected in Telemark's survey results is consistent with the differentiated customer experience we offer the enterprise market with our suite of next generation converged IP services," said John Legere, Global Crossing's chief executive officer. "In addition to delivering superior value and outstanding product performance capabilities, we're also keenly focused on other factors impacting customer satisfaction, including collaborative account management and highly responsive, flexible customer support."
"To be rated outstanding or excellent across so many categories is the best accolade any business could ever desire - especially when compared against the world's best in ICT," noted Janet Watkin, managing director of Telemark Services. "Global Crossing's high rank in comparison with the other companies also known for customer service expertise is a formidable achievement for which they should feel justifiably proud."
The Telemark report compares customer service experience in the enterprise market worldwide and benchmarks companies on the basis of what multinational corporations considered "world-class performance." Decision makers and influencers responsible for purchasing and evaluating ICT rated companies on indices, such as overall satisfaction, indispensability, customer support, product and value.
Telemark uses a Customer Satisfaction Index (CSI) to measure perceived operator performance. The higher the CSI, the more successful a supplier is perceived to be at capturing the hearts and minds of customers. A CSI more than 25 percent above the "just satisfied" benchmark is a measure of "outstanding" customer experience.
The "indispensable" index measures service attributes, such as reliability, "fit for purpose" and keeping promises. The "customer support" index measures perceived performance of customer-facing employees such as account managers, customer service managers, project managers and technical or engineering staff. The "product" index is a measure of perceived performance of the product. Finally, the "value" index rates how the benefits gained exceed the price paid relative to competitive offerings.
The Telemark survey results align with Global Crossing's most recent quarterly customer satisfaction survey conducted by KS&R, a full service, custom market research and consulting firm, which shows that 97 percent of global customers are "satisfied" with Global Crossing.
In the KS&R study, Global Crossing maintained its competitive advantage in four areas -- overall satisfaction, service activity support, billing support and overall value. Results were based on responses from North American, European and Latin American enterprise customers. Global Crossing's customers also said they were more likely to recommend the company to others -- a solid indicator of customer loyalty.
Global Crossing continues to differentiate itself by providing a superior customer experience for enterprises and carriers that require global IP connectivity. The company was an early leader in introducing MPLS and VoIP services, and has the IP expertise to help customers make the transition to a fully converged IP network at a pace that maximizes their return on investment. Global Crossing provides consultative support and flexible solutions tailored to meet the needs of customers who are often underserved by large incumbent providers.
ABOUT TELEMARK SERVICES
Telemark is a fast growing marketing services firm offering consultancy, publications and online analysis with proven expertise in measuring customer satisfaction, competitive analysis, benchmarking, trend analysis, channel management, new product development, demand estimates, branding, tariff analysis, and business strategy, exclusively within the telecommunications and IT sectors. An experienced team with decades of independent market research experience in the expanding market for voice, data and vision, Telemark is often the first-choice supplier for many organizations with a requirement for international market research and analysis covering emerging technologies such as VoIP, convergence and hosting applications. For more information, please visit www.telemarkservices.com or email info at telemarkservices.com.
ABOUT GLOBAL CROSSING
Global Crossing (NASDAQ:GLBC)
provides telecommunications solutions over the world's first integrated global IP-based network. Its core network connects more than 390 cities in more than 30 countries worldwide, and delivers services to more than 600 cities in more than 60 countries and 6 continents around the globe. The company's global sales and support model matches the network footprint and, like the network, delivers a consistent customer experience worldwide.
Global Crossing IP services are global in scale, linking the world's enterprises, governments and carriers with customers, employees and partners worldwide in a secure environment that is ideally suited for IP-based business applications, allowing e-commerce to thrive. The company offers a full range of data, voice and security products to approximately 40 percent of the Fortune 500, as well as 700 carriers, mobile operators and ISPs. Its Professional Services and Managed Solutions provide VoIP, security and network consulting and management services to support its Global Crossing IP VPN service and Global Crossing VoIP services. Global Crossing was the first -- and remains the only -- global communications provider with IPv6 natively deployed in both its private and public backbone networks.
Please visit www.globalcrossing.com or blogs.globalcrossing.com/ for more information about Global Crossing.
Statements in this press release about expected future events and financial results are forward-looking and subject to risks and uncertainties that could cause the actual results to differ materially, including risks referenced from time to time in the company's filings with the Securities and Exchange Commission. Global Crossing undertakes no duty to update information contained in this press release or in other public disclosures at any time.
CONTACT TELEMARK:
Hannah Burton
+44 120 439 6579
Hannah.Burton at telemarkservices.com
CONTACT GLOBAL CROSSING:
Press Contacts
Kate Rankin
+ 1 973 937 0417
PR at globalcrossing.com
Fernanda Marques
Latin America
+ 55 11 3957 2042
LatAmPR at globalcrossing.com
Jo Graves
Europe
+ 44 (0) 1256 732378
EuropePR at globalcrossing.com
Analysts/Investors Contact
Suzanne Lipton
+ 1 800 836 0342
glbc at globalcrossing.com
GEN/PR1
