Wan providers fail to satisify customers

Network managers are less than satisfied with their Wan providers, according to findings from a new survey,

The study of 50 network managers in large enterprises in the UK found that only 60 per cent were satisfied with the overall customer services provided by their Wan providers. The results found that respondents were even less satisfied when the provider was a large vendor (58 per cent satisfied), compared with being 63 per cent satisfied if they use a smaller vendor.

The greatest difference between vendor sizes is in customer support, where smaller vendors have much higher customer satisfaction levels (61 per cent) than larger vendors (52 per cent).

Service provider responsiveness was also a negative factor: respondents were generally dissatisfied with the timeliness of their network providers in resolving network issues (55 per cent average). And larger network providers were rated much lower than more niche network providers (50 per cent compared with 61 per cent satisfaction level).

The survey found that the largest companies (5000 employees and above) were by far the least satisfied with this aspect of the service (44 per cent). The services industry were the least satisfied with the timeliness of their service providers' support (42 per cent), over 30 per cent lower in satisfaction levels than the media and marketing industries.

According to Tony Hurtado, marketing head of network service company Masergy, who carried out the survey, said that there was a notable difference between the five different customer experience categories and in the area of collaboration, customers were particularly dissatisfied with Wan providers' understanding of their business and technical needs.

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