Yankee: Euro Carriers More Customer Savvy

European service providers are finally putting the customer first, according to Yankee Group's European Carrier Scorecard

May 10, 2004

1 Min Read

LONDON -- The customer is finally coming first among Europe's enterprise service providers, according to a new report from the Yankee Group.

The two-part report, The European Carrier Scorecard, from the Yankee Group's Telecommunications Strategies Europe advisory service, evaluates 11 leading European service providers, comprehensively assessing performance in 2003 and prospects for 2004 and beyond.

The service providers included in the European Carrier Scorecard are AT&T Business Services, BT Global Services, Cable & Wireless, COLT, Equant, Global Crossing, Infonet, MCI, Sprint, T-Systems, and Vanco.

A key finding is that suppliers are finally making major investments in improving customer service after a long period of internal cost cutting and restructuring.

Key market movers in customer-focused activity are BT Global Services, which significantly improved customer service, and Infonet, which received high marks for the quality and consistency of its global service portfolio.

In business-oriented activity, Vanco's leadership execution and stability are highlighted, while the report also singles out T-Systems' success in diversifying revenue streams.

Finally, in sales activity, the report discusses the implications of AT&T's dominant brand among Europe's multinationals and T-Systems' strategic restructuring to address industry verticals.

Yankee Group

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