It is not easy to achieve an outstanding customer satisfaction rating consistently for 10 long years. United States’ Local Number Portability Administrator (LNPA) Neustar is one of the very few organizations to achieve this rare accomplishment. Having surpassed all of its previous performances, Neustar reportedly scored a near-perfect 3.9 out of 4.0 in overall customer focus in this year’s annual Management Network Group customer survey.
Number portability is an integral part of today’s telecommunication industry worldwide. It is of vital importance today, as it encourages competition and service innovation, allowing the customers switch to different service providers without changing their mobile numbers. The annual Management Network Group customer survey is aimed at offering a broad evaluation of each aspect of the LNPAs’ performance.
Within the United States and Canada, Neustar operates the North American Numbering Plan (NANP), the continent’s basic numbering system authorizing interoperable telecommunications services within the U.S., Canada, Bermuda, and most of the Caribbean. Under this plan, telephone calls can be directed to a particular region’s public switched telephone network (PSTN), where they can be further routed by the local networks. In order to route their customers’ calls, the telecommunications service providers (TSPs) need to access the Neustar clearinghouse. Neustar’s clearinghouse services are also leveraged by the Internet service providers (ISPs), mobile network operators, cable television operators, and voice over Internet protocol (VoIP) service providers.
The scores in Management Network Group customer survey are based on the assessment of service providers of all sizes and network technologies across the country, including fixed line, wireless and Voice over IP (VoIP) providers. Service providers were asked to rate various aspects of Neustar's service on a scale of one to four. With four meaning "extremely satisfied,” a score of 3.84 means that virtually all respondents were extremely satisfied with Neustar’s customer services.
The survey examined the company’s customer services under different categories, including customer satisfaction, operational excellence and neutrality.
So far as clarity and reliability of communications and overall attention to customer needs were concerned, Neustar delivered an outstanding performance.
The survey also reflected the company’s outstanding abilities with regard to the responsiveness, billing timeliness and accuracy.
Neustar reportedly obtained an average score of 3.84 out of 4.0 across all the above mentioned categories.
“The results of these customer surveys demonstrate once again that Neustar is a trusted and reliable partner with the communications industry, as we provide number portability services that U.S. consumers and businesses depend on 24/7. Given how critical local number portability is to our customers’ day-to-day success, providing the highest level of service is our number one priority. Every year, we strive to address the valuable feedback we receive through the customer survey in order to continue investing in our operation and satisfying our customers’ evolving needs. We are gratified that our customers recognize the expertise, experience and hard work that ensure that the communications industry and American consumers have the most reliable and effective local number portability service in the world,” senior VP at Neustar Steve Edwards (News - Alert) commented in a statement.
It will be worthwhile to mention in the end that in 2011, Neustar received an average score of 3.8 out of 4.0. This year the company received even higher rating in nearly every category in 2012.
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Edited by Brooke Neuman