|[December 19, 2012]
Verizon (US), Optus (AUS), O2 and Vodafone (UK) Occupy Top Tier of Mobile Providers for Customer Experience in Online Sales and Service -- Keynote Study Reveals Best in Class Mobile Operator Sites Come from Around the World
SAN MATEO, Calif. --(Business Wire)--
(NASDAQ: KEYN), the global leader in Internet
and mobile cloud testing and monitoring, today announced the results
of a new study examining the business effectiveness of International
Mobile Operator websites. In the inaugural Keynote Customer Experience
Rankings for International Mobile Operator Sites, Verizon took first
place for Overall Customer Experience, while O2 (News - Alert) (UK), Optus (AUS) and
Vodafone (UK) rounded out the top tier. The entire study is available
for immediate purchase. To request more information please visit: http://bit.ly/IntMobileOps2012.
The study is part of the work performed by Keynote
Competitive Research, the competitive research group within Keynote.
Winners of Keynote Competitive Research studies are invited to
participate in the company's Online
Excellence Program which recognizes the "best of the best" websites
as ranked in the studies. The rankings are based on responses from real
users, who were observed as they accomplished tasks on each of the sites
studied, as well as real data collected through Keynote website
monitoring to assess the technical quality of the sites. For each study,
Keynote recognizes the companies with the overall top ranking, as well
as those exhibiting excellence in specific categories.
For the 'Customer Experience' portion of the study, Keynote observed and
conducted online interviews with more than 2,107 mobile customers as
each interacted with the website of one of 11 leading international
mobile operators: AT&T (US), Au (JP), NTT DOCOMO (JP), Optus (AUS),
Orange (FR), O2 (UK), SFR (News - Alert) (FR), Telia Sonera (SE), Telstra (AUS),
Verizon Wireless (US), and Vodafone (UK). Participants were asked to
evaluate the company with which they have mobile service and an online
Keynote Competitive Research produces leading industry research using
the company's commercially available Web
performance monitoring and real user experience testing products.
Keynote regularly evaluates the current state of online customer
experience, technical quality (responsiveness/reliability) and
implementation of best practices on leading websites across a wide
variety of vertical markets including financial services, automotive,
media/entertainment, retail, travel and technology.
For the Customer Experience Study of International Mobile Operator
Websites, Keynote's online panelists wer asked to login to their
existing mobile accounts and then complete three tasks. First, they
shopped for a product or service of interest and started the purchase
process. Next, they checked their current or latest bill and mobile
usage and started the payment process, if applicable. Finally, they
thought of an issue or question about their mobile operator's services,
products, fees, support hours, etc. and used the site's search feature
to find the answer to the issue or question they selected or described.
The study revealed that when tested by actual customers Verizon's (News - Alert)
performed significantly better than all other sites in the study for
Customer Satisfaction. Other key findings include:
Research Product Satisfaction is the most important aspect of the
customer experience, predicting brand perceptions and loyalty;
Help and Support, View Bill and Usage Satisfaction, Ease of Purchase
Process, Product Offerings, Site Organization, Search Satisfaction,
and Site Performance are also key drivers for brand and loyalty.
"When it came to shopping for products, the sites that made it as easy
as possible to search for, locate and compare mobile product offerings
online generated the highest brand affinity and purchase likelihood,"
said Chris Musto, general manager of the Keynote
Competitive Research group at Keynote. "The ability to research and
learn about product offerings through clear, helpful product
descriptions accompanied by high resolution images and supported by
online chat functionality, predicted success both from the customers
point of view and from the mobile operators perspective, whether in
Australia, Europe, Japan or the United States."
The study is available for purchase from Keynote and comes with
extensive analysis of brand impact and acquisition impact and the
customer experiences driving sites' performance in these areas. Clients
will receive an executive presentation, extensive back-up charts and
illustrations, and online access to all clickstreams, verbatims,
question responses and panel facts for all panelists at all sites for
all tasks and can download and use this data in their own research. To
inquire about a copy view: http://bit.ly/IntMobileOps2012.
About Keynote Systems (News - Alert)
Systems, Inc., (NASDAQ: KEYN) is the global leader in Internet
and mobile cloud testing & monitoring. Keynote maintains the
world's largest on-demand performance monitoring and testing
infrastructure for Web and mobile sites comprised of over 7,000
measurement computers and mobile devices in over 275 locations around
the world that enable companies to continuously improve the online and
mobile experience. Known as 'The Mobile and Internet Performance
Authority™,' Keynote offers three market-leading product platforms:
Perspective® provides on-demand performance monitoring for
enterprise web and mobile sites including online portals, e-commerce
sites and B2B sites. Over 2,000 customers rely on Keynote Perspective
services to know precisely how their websites, content, and applications
perform on actual browsers, networks, and mobile devices.
DeviceAnywhere® provides the industry's only true cloud-based
platform for testing and monitoring the functionality, usability,
performance and availability of mobile applications and websites. Its
suite of mobile testing solutions is used by over 1,000 mobile
developers and enterprises to deliver quality mobile applications and
services to the mobile channel.
SIGOS® offers active end-to-end Quality of Service (QoS) testing
and monitoring solutions for mobile, fixed and VoIP communications. Its
SITE and Global Roamer products are used by over 200 network operators,
content providers, carriers and regulators in over 100 countries
Keynote's 4,000 customers represent top Internet and mobile companies
and include American Express, AT&T, Disney, eBay (News - Alert), E*TRADE, Expedia,
Google, Microsoft, SonyEricsson, T-Mobile and Vodafone. Keynote Systems
is headquartered in San Mateo, California and can be reached at http://www.keynote.com/
or by phone in the U.S. at 1-800-KEYNOTE.
The trademarks or registered trademarks of Keynote Systems, Inc. in the
United States and other countries include Keynote®, DataPulse®,
Keynote Customer Experience Rankings®, Perspective®,
Keynote Red Alert®, Keynote WebEffective®, The
Internet Performance Authority®, MyKeynote®, SIGOS®,
SITE®, keynote® The Mobile & Internet Performance
Authority™, Keynote FlexUse®, Keynote DeviceAnywhere®,
Keynote DeviceAnywhere Test Center®, Keynote DemoAnywhere®
and Keynote MonitorAnywhere® All related trademarks, trade
names, logos, characters, design and trade dress are trademarks or
registered trademarks of Keynote Systems, Inc. in the United States and
other countries and may not be used without written permission. All
other trademarks are the property of their respective owners.
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