The research shows that the coverage and quality of Caller Name services differ widely across telecommunications carriers and the gap is continuing to widen.
Vienna, VA (Vocus) July 13, 2010
Each day millions of Americans and American businesses make or receive more than three billion phone calls. Many call recipients simply want to screen their calls and Caller ID or Caller Name services continues to be the fundamental service helping consumers answer the question—“Do I really want to answer that call right now?”
Today, TARGUSinfo announced the availability of The Paisley Group 2010 Competitive Customer Satisfaction Survey which details that not all Caller Name services provide the same high levels of consumer satisfaction. The survey found that customer satisfaction with Caller Name display is highly correlated with the service that has the best data coverage to correctly display the actual name of inbound callers.
The 2010 Competitive Customer Satisfaction Survey is a follow-on study to The Paisley Group 2008 Caller Name Audit. The 2008 study evaluated Caller Name delivery platforms for level of coverage, accuracy and display protocols to assist telecommunications carriers – MSOs, ILECs and CLECs – in choosing the level of service and cost of provisioning Caller Name services to their subscribers. The new 2010 report evaluated and measured Caller Name services from the consumer’s point of view.
“The research shows that the coverage and quality of Caller Name services differ widely across telecommunications carriers and the gap is continuing to widen,” said Jeff Rudolph, president and CEO, The Paisley Group Ltd. “Consumers surveyed, many of whom belong to the young growth market, reported a high degree of dissatisfaction with “Out of Area” or “Unknown” responses—signifying a real risk for carriers not focused on customer satisfaction and subscriber churn.”
There are two schools of thought within telecommunications carriers with diverging approaches in the Caller Name market that affect consumer satisfaction. One school of carrier is deploying authoritative Caller Name as a differentiating customer experience and a competitive advantage to attract and retain subscribers. The other school believes in the approach that doesn’t focus on quality, and believe Caller Name services are a costly element of the telecommunications network to be managed and controlled to an expense budget to deliver “good enough Caller Name service.”
“The evidence is clear and the market share growth of carriers who focus on quality services including TARGUSinfo’s authoritative Caller Name service is staggering,” said George Moore, CEO and chairman, TARGUSinfo. “Our clients don’t believe in a “good enough;” they believe in balancing quality service with cost. As a result, we are proud to power more than 86 percent of all US cable and Internet VoIP subscribers. Many of these providers have high subscriber satisfaction because they differentiate their services by delivering authoritative Universal Caller Name to alternate devices, such as the Phone, TV, PC and wireless handset.”
TARGUSinfo is the leading independent provider of Caller Name services offering more the 410 million Caller Name/phone combinations to more than 200 telecommunications carriers including cable, VoIP, ILECs, CLECs and wireless operators. TARGUSinfo delivers only authoritative CNAM records and leverages its unique partnership with the US Telecommunications Network. Refreshed and updated an average of 10 times a day, TARGUSinfo customers receive an excess of 99.999% accuracy rate, as measured against client trouble tickets.
To get your copy of The Paisley Group 2010 Competitive Customer Satisfaction Survey, visit: http://www.TARGUSinfo.com/CNAMsurvey
TARGUSinfo, the trusted provider of On-Demand Insight® to the most recognized brands, links and delivers more than 90 billion real-time attributes a year to drive smarter and more profitable customer interactions on the Web, over the phone and at the point of sale. For more than a decade, Fortune 500 companies have turned to TARGUSinfo to enable improved audience targeting, better customer experiences, higher conversion rates and increased customer lifetime values by using TARGUSinfo identification, verification, scoring and location solutions. TARGUSinfo offers a complete range of solutions to help organizations make better real-time decisions leveraging patented processes built on a proprietary network of hundreds of data feeds and its unique predictive analytics capabilities. A profitable and privately held company, TARGUSinfo is headquartered in Vienna, VA with offices in San Diego, Chicago, San Francisco and New York. For more information, visit http://www.TARGUSinfo.com.
About The Paisley Group, Ltd.
The Paisley Group Ltd. is the leading independent auditor of information services for telecoms and private companies worldwide - directory assistance, toll assistance and relay services. They measure the accuracy of automated systems, databases and operators within call centers on shore, off shore and near shore. Quality Monitoring studies are also undertaken related to the ability of operators and systems to provide Customer Care as defined by a number of objective measurements that are specific to specialized telecom "operator services" business. Paisley is a premier provider of consulting services that optimize system, operator and database performance. Through extensive communications with users via focus groups and customer surveys, Paisley has defined a set of quality measurements that include the "voice of the customer." The company designs robust measurement models and provides meaningful and statistically significant data to assist clients and the industry-at-large in maintaining excellence at all levels.
The Paisley Group, Ltd.