Wholesale Customer Survey 2007

Content

• Overview
• Key findings
• Recommendations for wholesale suppliers
• Survey methodology
• Format of the wholesale customer survey
• Wholesale customer segmentation
• Selection and performance criteria
• The survey sample
• Demand: customer selection criteria
• The selection process
• Overall importance of selection criteria
• Trends in selection criteria
• Selection criteria by customer type
• Geographical trends
• Supply: better, but still room for improvement
• The wholesale customer experience
• Performance continues to improve
• More can be done to improve performance further
• Performance by customer segment
• Geographical differences
• Making the grade: comparing selection with performance
• Overall verdict: good marks but not where it counts most
• Examining performance where it matters
• Priorities for action by wholesale customer type
• Figure 1 Wholesale customer categorisation
• Figure 2 Wholesale services used by interviewees
• Table 1 Importance of criteria in selecting wholesale suppliers
• Figure 3 Importance of selection criteria across all customer groups
• Figure 4 Importance of selection criteria by wholesale customer type
• Table 2 Performance of wholesale suppliers rated by their customers
• Figure 5 Overall performance rating across all customer groups
• Figure 6 Supplier performance rating by wholesale customer type
• Figure 7 Importance of selection criteria versus supplier performance
• Figure 8 Targeting mobile service provider hot spots
• Figure 9 Targeting xSPs' hot spots
• Figure 10 Targeting infrastructure-based carriers' hot spots