BT Infonet

BT Infonet

October 20, 2005 16:00 ET

BT Infonet Named Overall 'Best in Class' in Managed Data Network Service Customer Satisfaction by Telemark; BT Awarded 'Best in Class' in 16 of the Report's 32 Customer Service Categories

EL SEGUNDO, Calif.--(CCNMatthews - Oct 20, 2005) -

BT and BT Infonet today announced their ratings received in Telemark's 20th benchmarking report on the seven leading managed data network service (MDNS) providers. BT Infonet was named the industry's overall "Best in Class" in customer satisfaction -- having held this highest distinction for the last 13 reports spanning more than three years -- and BT received three Gold Awards in the categories of Secure Data Transfer, Notification of Network Problems and Technical Support.

In total BT and BT Infonet were ranked "Best in Class" in 16 of the report's 32 key categories. BT Infonet was ranked the industry's best in Value for Money, Support in Local Language, 24 Hour Transparent Maintenance, Understanding Customer Requirements, Understandable Tariffs, Adequate Data Throughput, General Helpdesk Provision and Single Point of Contact. BT was ranked highest in Network Availability, Notification of Network Problems, Technical Support, Accurate Bills, International Installations, Long Term Relationship, Bills in the Currency of Choice, 3rd Party Equipment Integration. In addition, BT exceeded the benchmark standard in all of the Top 10 most important attributes, with three 'Outstanding' ratings and one 'Excellent' rating for Network Availability within the Top 10. Outside the Top 10, BT achieved a further four 'Excellent' ratings -- Accurate Bills, Geographical Reach end to end, Long Term Relationship and 3rd party Equipment Integration.

"We continue to take great pride in our overall 'Best in Class' award," said Jose A. Collazo, chief executive officer of BT Infonet. "Our customer care teams do a tremendous job of exceeding expectations -- as evidenced by our surpassing the industry's benchmark for 'Understanding Customer Requirements' by more than 20%. I'm proud to share this honor with the entire BT Infonet organization."

"We place great importance in exceeding customer expectations and we continually strive for excellence," said Roel Louwhoff, president, Customer Services, BT Global Services. "This recognition serves as testimony to our consistent and increasing focus on customer satisfaction."

Dr. Kerry Tomlinson, managing author of Telemark's MDNS benchmarking report, said: "BT and BT Infonet's continued success in the Telemark reports is a testament to their commitment to customers. Both organizations have increased their customer satisfaction ratings while progressing with integration plans, something not easily achieved."

About BT Infonet

BT Infonet is a leading provider of managed network communications services for multinational entities, fully owned by BT Group and part of BT Global Services. BT Infonet offers integrated solutions optimizing the complex relationship between enterprise applications and the global network. BT Infonet provides local service support in over 70 countries and territories and its network is accessible from more than 180 countries.

Additional information about BT Infonet is available at

About BT

BT is one of the world's leading providers of communications solutions serving customers in Europe, the Americas and Asia Pacific. Its principal activities include networked IT services, local, national and international telecommunications services, and higher-value broadband and internet products and services.

BT consists principally of three lines of business:

-- BT Retail, providing a comprehensive range of communications and related services to more than 20m UK consumers and businesses.

-- BT Wholesale, providing network services and solutions within the UK to more than 600 fixed and mobile operators and service providers including the provision of broadband and private circuits.

-- BT Global Services, providing networked IT services to meet the needs of multi-site organizations globally. BT Global Services operates in more than 130 countries and also offers international carrier services.

In the year ended 31 March 2005, BT Group's turnover was GBP 18,623 million with profit before goodwill amortization, exceptional items and taxation of GBP 2,085 million.

BT Group plc is listed on stock exchanges in London and New York. British Telecommunications plc (BT) is a wholly-owned subsidiary of BT Group and encompasses virtually all businesses and assets of the BT Group.

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About Telemark Consulting

Telemark Consulting, based in Manchester, UK, specializes in the provision of marketing intelligence for the telecommunications industry with a blue-chip client base located across several continents. Telemark Consulting is a division of Telemark Services (

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