Verizon (US), Optus (AUS), O2 And Vodafone (UK) Occupy Top Tier Of Mobile Providers For Customer Experience In Online Sales And Service -- Keynote Study Reveals Best In Class Mobile Operator Sites Come From Around The World
Keynote® (NASDAQ: KEYN), the global leader in Internet and mobile cloud testing and monitoring, today announced the results of a new study examining the business effectiveness of International Mobile Operator websites. In the inaugural Keynote Customer Experience Rankings for International Mobile Operator Sites, Verizon took first place for Overall Customer Experience, while O2 (UK), Optus (AUS) and Vodafone (UK) rounded out the top tier. The entire study is available for immediate purchase. To request more information please visit: http://bit.ly/IntMobileOps2012.
The study is part of the work performed by Keynote Competitive Research, the competitive research group within Keynote. Winners of Keynote Competitive Research studies are invited to participate in the company’s Online Excellence Program which recognizes the "best of the best" websites as ranked in the studies. The rankings are based on responses from real users, who were observed as they accomplished tasks on each of the sites studied, as well as real data collected through Keynote website monitoring to assess the technical quality of the sites. For each study, Keynote recognizes the companies with the overall top ranking, as well as those exhibiting excellence in specific categories.
For the ‘Customer Experience’ portion of the study, Keynote observed and conducted online interviews with more than 2,107 mobile customers as each interacted with the website of one of 11 leading international mobile operators: AT&T (US), Au (JP), NTT DOCOMO (JP), Optus (AUS), Orange (FR), O2 (UK), SFR (FR), Telia Sonera (SE), Telstra (AUS), Verizon Wireless (US), and Vodafone (UK). Participants were asked to evaluate the company with which they have mobile service and an online account.
Keynote Competitive Research produces leading industry research using the company’s commercially available Web performance monitoring and real user experience testing products. Keynote regularly evaluates the current state of online customer experience, technical quality (responsiveness/reliability) and implementation of best practices on leading websites across a wide variety of vertical markets including financial services, automotive, media/entertainment, retail, travel and technology.For the Customer Experience Study of International Mobile Operator Websites, Keynote’s online panelists were asked to login to their existing mobile accounts and then complete three tasks. First, they shopped for a product or service of interest and started the purchase process. Next, they checked their current or latest bill and mobile usage and started the payment process, if applicable. Finally, they thought of an issue or question about their mobile operator’s services, products, fees, support hours, etc. and used the site's search feature to find the answer to the issue or question they selected or described.
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