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CLECs Continue to Beat ILECs, but by a Slimmer Margin
Yankee Group, The, June 2004, Pages: 15
SMB customer loyalty ratings for ILECs and CLECs slipped in 2003. Although CLEC
customers continue to have a more favorable opinion of their providers than ILEC customers, the gap is beginning to narrow, particularly in the areas of competitive pricing and customer service. Competitive providers raised the bar in product development, packaging, and service delivery for communication providers servicing the SMB market. In response, RBOCs and ILECs answered with competitive service bundles, improved customer service, and aggressive customer win-back pricing. SMBs indicate they are more informed of new products and services in 2003—the single largest area of improvement for both ILECs and CLECs. This was the weakest area for providers in both 2001 and 2002.
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