Abstract

2007-2008 MPLS VPN Total Customer Experience (TCE) State-of-the-Market Report
by Kubernan
Produced February 2008; Updated March 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:

MPLS-based VPNs have made significant inroads into corporate networks

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

Users are relatively satisfied with their networks

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

High-level satisfaction is qualitatively higher than more detailed areas

There is still considerable room for improvement

Both on important and less important issues

This can provide a roadmap for product differentiation

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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.

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

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