Telco suppliers are not listening to what users want and are too concerned about bombarding the market with leading edge technology to the detriment of service quality.
A whacking 74 per cent of the 1,450 Telecommunication Managers? Association (TMA) members surveyed said they are wasting money buying telecom product and services which were ?inappropriate?.
Albert Lee, director of quality at TMA attributed this to the lack of competition between suppliers which means a lack of choice. ?Telecom suppliers are not focused on business needs. Customers are being sold technologies, not solutions," he said as he called for more effective competition in the UK.
Of those polled, 86 per cent said service is more important than being offered leading edge technology. For half of them it is the single most important consideration when chosing a supplier though operators still have a long way to go.
Only four in 10 selected ?overall quality of service? as the number one strength of their main supplier. Key service issues include account management and keeping the customer informed, as well as availability and maintenance.
Of the terrestrial operators Colt scored highest quality of service rating with 7.55 out of 10, followed by City of London telecoms supplier MFS at 6.96. Of the other operators used by at least 10 per cent of the respondents, Kingston scored 6.87, WorldCom 6.81, BT 6.72, Energis 6.47, AT&T 6.42, Mercury 6.12, Concert 6.03 and Global One 5.91.
A BT spokesperson dismissed the quality of service table as ?not comparing like with like?. ?There are local, national and global companies there so it?s not surprising there is a difference in standards, but we are pleased that we beat the other national carriers.? On the service versus leading edge technology issue he said, ?We feel we?ve got the balance right.?
The results are a slap in the face for the global alliance whose raison d?etre is the end-to-end service it offers. It is also unlikely that they will curb their investments in leading edge technology such as ATM because they want to offer as many services as they can in the run to deregulated next year.
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