Telemark interviewed 202 corporate IP users around the world for its survey. Among other things, it asked them to rank the relative importance of 32 aspects of carrier performance and then rate the following international providers against those yardsticks:
- AT&T Global Network Services
- BT Ignite
- Cable & Wireless PLC (NYSE: CWP)
- Equant (NYSE: ENT; Paris: EQU)
- Infonet Services Corp. (NYSE: IN)
- WorldCom Inc. (Nasdaq: WCOM)
On value for money, the ninth most important issue, none of the carriers fared very well. Cable & Wireless, Equant, and WorldCom managed to get "acceptable" ratings while the three other operators -- AT&T, BT Ignite, and Infonet -- all got "poor" ratings (see below).
Table 1: International Carrier Survey: Top 10 Issues
|AT&T GNS||BT Ignite||Cable & Wireless||Equant||Infonet||WorldCom|
|Fault Reporting Process||Poor||Poor||Poor||Good||Poor||Excellent|
|Installation Not Disruptive||Excellent||Acceptable||Good||Excellent||Acceptable||Excellent|
|Secure Data Transfer||Good||Acceptable||Good||Outstanding||Excellent||Outstanding|
|Notification of Network Problems||Poor||Poor||Acceptable||Acceptable||Poor||Outstanding|
|Adequate Data Throughput||Acceptable||Acceptable||Good||Excellent||Good||Acceptable|
|Value for Money||Poor||Poor||Acceptable||Acceptable||Poor||Acceptable|
|No Hidden Extras in Bills||Good||Good||Acceptable||Excellent||Excellent||Outstanding|
Equant and WorldCom got the best overall results. Out of the 32 service attributes rated by users, both operators got six "outstanding" ratings. Equant's were for network reliability, secure data transfer, reaching difficult locations, international performance, bills in currency of choice and support in local language. Worldcom's were for secure data transfer, notification of network problems, no hidden extras in bills, understanding customers' requirements, single point of contact and third party equipment integration.
Conversely, BT Ignite did the worst, getting four "poor" ratings - for its fault reporting process, notification of network problems, billing accuracy and value for money. AT&T and Infonet got three "poor" ratings apiece. In both cases they were for their fault reporting processes, notification of network problems and value for money.
For more details, check out Telemark's Executive Summary.
— Peter Heywood, Founding Editor, Light Reading