KUALA LUMPUR, Oct 23 (Bernama) -- NTT Communications Corporation (NTT Com) earned the ‘valued partner’ accolade in 5 out of 12 categories according to the second edition of Digital Zenith Benchmark, a report recently published by Ocean82 that measures customer-centric evolution.
The ‘valued partner’ benchmark represents the point at which the level of cooperation between supplier and customer takes root and flourishes which it has a value of 100, a statement said.
The company is rated as a valued partner, for a high level of customer engagement, at the time of innovation, purchase consideration, first purchase, service selection and growth from transformation.
Scores above the benchmark illustrate the gradation of firm customer loyalty (advocates and valued partners) and those below the benchmark illustrate the gradation of a fragile or deteriorating customer loyalty (habitual or convenience purchases).
A service provider must exceed the ‘valued partner’ benchmark to obtain ‘valued partner’ rating which achieved through a company-wide commitment providing outstanding customer experience and demonstrate exceptional customer satisfaction to earn the firm loyalty of their customers.
A total of 866 people, working for large and multi-national enterprises were interviewed about their experiences with global service providers, generating about 1,000 evaluations and 6,000 points of data, over the last 12 months.
Ocean82 is a marketing services firm specializing in benchmarking the customer service experience while NTT Com is the information and communications technology (ICT) solutions business within the NTT Group. More details on www.ntt.com.
-- BERNAMA
-- BERNAMA
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