The Voice of Our Customer – Atlantic ACM Benchmarking Results 2022

Leatha Bazillion, Director, Voice Products – iBASIS

Over the past several years, iBASIS has invested heavily in continuing to improve our systems and align our programs and resources to best support our customers. The strong relationships that we have fostered with our carrier partners and the multiple prestigious awards that iBASIS has won in the last year for Mobile, IoT, and Voice services demonstrate the result of these efforts. We are dedicated to maintaining this momentum, and our key focus remains on ensuring that you are pleased with iBASIS services and support. Listening directly to the voice of the customer is the best way for iBASIS to understand the customer experience, and to help us do this we retained the services of Atlantic-ACM, a well-known and objective third party expert in customer intelligence with which iBASIS—and many of you—have worked in the past. The ACM engagement included two types of customer surveys beginning in Q4 2021 and concluded mid-year 2022. The first survey addressed internal benchmarking, including direct interviews with 30+ iBASIS customers, while the second survey benchmarked iBASIS against key carriers in the voice, mobile, SMS, and anti-fraud services industry.

iBASIS is excited to share the results of the industry benchmarking survey with our customers and would like to thank you for taking the time to provide feedback.

Atlantic ACM collected responses from over 405 wholesale telecom buyers worldwide, asking a series of questions related to Sales, Operations, Finance, and Product portfolios. iBASIS scored extremely well across all categories against both large and mid-sized carriers in the industry, winning top awards in multiple categories, including:

  • Number 1 ranking overall for Service delivery for all Carrier sizes
  • Number 1 ranking overall for Sales Reps for all Carrier sizes
  • 2022 top award for Billing among Mid-Sized Carriers
  • 2022 top award for Voice Value among Mid-Sized Carriers

These results are an exciting confirmation of success in our ongoing efforts to offer best in class service to iBASIS customers, and provide valuable insight into areas that we can focus on improving with you in the upcoming year. We look forward to your input in the next Atlantic-ACM benchmarking survey!

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