October 23, 2018
NTT Communications Rated First for Growth in Customer Loyalty
TOKYO, Japan – NTT Communications Corporation (NTT Com), the information and communications technology (ICT) solutions business within the NTT Group (TYO: 9432) announced today that it 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.
A total of 866 people, who work 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. The data was analyzed using an algorithm to calculate a cooperation coefficient, which is denoted by DZ and named DIZEME.
Ocean82 Crystal Ball DIZEME
The report can be viewed here.
The ‘valued partner' benchmark represents the point at which the level of cooperation between supplier and customer takes root and flourishes. It has a value of 100. 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). To obtain a ‘valued partner' rating a service provider must exceed the ‘valued partner' benchmark. This is achieved through a company-wide commitment to providing an outstanding customer experience. It requires that service providers demonstrate exceptional customer satisfaction to earn the firm loyalty of their customers. NTT Com 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.
According to Janet Watkin, Managing Director at Ocean82, "transformation in the digital age requires that global service providers earn and sustain the trust of their customers to become valued partners. The emotion is the force for growth and user sentiment is often revealed at those times during the purchase cycle that most impacts growth".
Ocean82 is an established marketing services firm specializing in benchmarking the customer service experience for the information & communication technologies industry. It is known for its track record in "Voice of the customer" analysis of competitive positioning, business strategy, branding, post-purchase care, channel management and pre-sales support, among other areas. It has experience in 30 countries and 10 languages, often making Ocean82 the first-choice supplier for organizations requiring international marketing research and analysis covering emerging technologies. www.ocean82.com
About NTT Communications
NTT Communications solves the world’s technology challenges by helping enterprises overcome complexity and risk in their ICT environments with managed IT infrastructure solutions. These solutions are backed by our worldwide infrastructure, including industry leading, global tier-1 public and private networks reaching over 190 countries/regions, and more than 400,000m2 of the world’s most advanced data center facilities. Our global professional services teams provide consultation and architecture for the resiliency and security required for your business success, and our scale and global capabilities are unsurpassed. Combined with NTT Data, NTT Security, NTT DOCOMO and Dimension Data, we are NTT Group.
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