Orange Business Services Rated Best Global Service Provider for Overall
Branded Customer Experience
Rated World-Class for Seventh Consecutive Time by Providing a Superior
PARIS -- May 28, 2014
OrangeBusiness Services is rated the best-in-class global service provider by
its customers according to Ocean82 (Outstanding Customer Experience Analysis &
News), a leading U.K.-based marketing research firm specializing in ICT.
Pushing Back the Competition, a recently published report that compares user
opinions on major service providers, shows that Orange Business Services is
the best-in-class global service provider with an Ocean82 index of 81, which
is markedly ahead of its nearest rival which scored 71. This rating is based
on Orange Business Services exceeding the excellent or outstanding benchmark
in several key categories as well as outscoring competitors on the sum of the
ratings for brand, service andnetwork.
ensuring outstanding experience throughout the customer journey
Orange Business Services is the only provider that passes the excellent
benchmark for meeting customer requirements overall, which includes
measurement of satisfaction with pricing, network installation, network
operation, customer support and billing. The report finds that customers trust
Orange Business Services to continually improve the design and effectiveness
of operating procedures to ensure that their expectations for delivery,
quality and service are met post-purchase throughout the contract life. The
company is rated outstanding in these major categories: indispensable to
customers, bills in currency of choice, technical support and support in
providing market-leading quality of service and seamless network
Orange Business Services scores well above the market average when considering
long-term value, indicating that customers see Orange Business Services as a
trusted partner that will continue to evolve its solutions and services to
serve their requirements into the future. Orange Business Services is rated
outstanding for these attributes: network availability, secure data transfer,
geographical reach end to end and reaching difficult locations.
“A primary driver at Orange Business Services is to become a trusted partner
to our customers,” said Paul Joyce, senior vice president, Customer Services &
Operations, Orange Business Services. “The independent analysis from Ocean82
demonstrates that Orange Business Services continues to earn the confidence of
our customers. Having our customers rate Orange Business Services as a
best-in-class provider is a very high compliment that we value and that drives
us to continually provide an outstanding customer experience and high quality
According to Janet Watkin, CEO at Ocean82: “Keeping score, through
benchmarking user opinion, changes behaviors because it focuses on outcomes
and helps empower employees to better serve customers. The Ocean82 scoreboard
is very compelling because it reveals winners and losers in the quest to make
the user experience outstanding in these times of major transformation and
report methodology calculates user opinion in a single score
Providers’ relative perceived performances for 70 attributes of service from
inquiry to bill constitute the customer value package for multinational
enterprise buyers. Following an analysis of more than 100,000
customer-generated data points, the major global providers are ranked using
the Ocean82 index. This index is a gauge of user opinion summarized as a
single score to reflect overall loyalty and customer sentiment that can be
monitored over time.
The Ocean82 study is available here:
About Orange Business Services
Orange Business Services, the Orange branch dedicated to B2B services, is a
leading global integrator of communications solutions for multinational
corporations. With the world's largest, seamless network for voice and data,
Orange Business Services reaches 220 countries and territories with local
support in more than 160. Offering a comprehensive package of communication
services covering cloud computing, enterprise mobility, M2M, security, unified
communications, videoconferencing, and broadband, Orange Business Services
delivers a best-in-class customer experience across a global landscape.
Thousands of enterprise customers and 1.4 million mobile data users rely on an
Orange Business Services international platform for communicating and
conducting business. Orange Business Services was awarded four of the telecom
industry’s highest accolades at the annual World Communication Awards 2013 –
Best Global Operator, Best Cloud Service, Best Enterprise Service and Best
Small Business Service. Orange Business Services is the only seven-time winner
of Best Global Operator. Learn more at www.orange-business.com or follow us on
LinkedIn, Twitter or Facebook.
Orange is one of the world’s leading telecommunications operators with annual
sales of €41 billion in 2013 and has 165,000 employees worldwide at Dec. 31,
2013. Orange is listed on the NYSE Euronext Paris (symbol ORA) and on the New
York Stock Exchange (symbol ORAN).
Orange and any other Orange product or service names included in this material
are trademarks of Orange Brand Services Limited.
Ocean82 ^ is an established marketing services firm specializing in
benchmarking the customer service experience for the Information &
Communication Technologies industry. It offers marketing research,
consultancy, publications and online services.
Ocean82 ^ is known for its track record in ‘voice of the customer’ analysis
of: competitive positioning; business strategy; demand estimates; branding;
product development; post-purchase care; channel management and pre-sales
support exclusively in the ICT industry sector. With a committed team it has
experience in 30 countries and 10 languages often making Ocean82 the
first-choice supplier for many organizations with a requirement for
international marketing research and analysis covering emerging and
established technologies such as cloud computing, digital transformation,
MPLS, VoIP, IT networked services, convergence and hosting applications.
Orange Business Services
Elizabeth Mayeri, +1 212 251 2086
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