2007-2008 MPLS VPN Total Customer Experience (TCE) State-of-the-Market Report
By Kubernan
Recorded February 2008; Posted February 2008
 

Abstract:
 

In late 2007, Kubernan surveyed the Webtorials subscriber base concerning their experiences with MPLS services.  In particular, the survey focused on both the importance of a large number of factors and the level of satisfaction with those factors.  These two indicators were then used to plot a satisfaction/importance index, identifying key areas where more energy needs to be focused to improve the Total Customer Experience (TCE).

 

Summary findings include:

bullet

MPLS-based VPNs have made significant inroads into corporate networks
bullet

Many of these networks have moved from the test stage to the production stage

bullet

Users are relatively satisfied with their networks
bullet

Reliability, pricing, and timeliness in resolving issues are quite important issues with which users are not dissatisfied
bullet

High-level satisfaction is qualitatively higher than more detailed areas

bullet

There is still considerable room for improvement
bullet

Both on important and less important issues
bullet

This can provide a roadmap for product differentiation

 

In this first release of information, Kubernan cofounders Jim Metzler and Steven Taylor discuss the findings of the survey.  They are joined by Tony Hurtado of Masergy.  The conversation is approximately 42 minutes.

 

Acknowledgment: Please note that this paper was made possible in part due to the support of MASERGY.

 

http://www.webtorials.com/main/resource/papers/kubernan/sotm08-1.htm

 

Click here for your free registration for Webtorials.Com.