Telecommunication Services
Utilized Market Intelligence to Identify the Market's Perception
Market research provided objective customer perceptions relative to competitors
Gaining a Competitive Edge: Understanding Customer Perception in Global Telecom
How in-depth customer insights helped a telecommunications provider refine pricing, positioning, and service strategy.
In a competitive telecommunications market, understanding how customers perceive service quality and pricing relative to competitors is crucial. This global telecom provider sought objective insights to bridge the gap between internal perceptions and market realities. By conducting in-depth interviews across multiple regions, the company uncovered key strengths in service quality and pricing competitiveness. The research revealed that customers viewed the provider as a top performer, presenting an opportunity to strengthen its position and implement strategic pricing decisions with minimal risk.
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Situation
Uncovering Market Perceptions: Aligning Strategy with Customer Insights
The client needed a clearer understanding of how customers viewed its pricing and service compared to competitors across global regions.
- Client needed objective insights on how customers perceived it relative to competitors on price and service quality
- Required a better understanding of how perceptions varied by global region
Approach
Listening to the Market: Capturing Customer Insights Across Regions
Through detailed interviews and regional sampling, the client gained a data-driven understanding of competitive positioning.
- Completed 23 in-depth interviews with leading current & prospective customers
- Sampled customers in North America, EMEA, APAC, and LATAM regions
Client is recognized as having a global presence, with high quality service and competitive pricing when compared to its leading global and regional competitors
Here's What Our Clients Are Saying
We went with CLIENT because of the high-quality service that is provided and their ability to fully equip all assets with the solution, and it's at a competitive price.
Company Name, Malaysia
CLIENT has a great global footprint while COMPETITOR 1 and COMPETITOR 2 have less of a presence. COMPETITOR 2 is pushing more customers to buy equipment upfront. CLIENT is highest in quality, then COMPETITOR 1, then COMPETITOR 2.
CLIENT is most competitive in price especially for global contracts. For regional needs sometimes regional players can be competitive in price and quality. COMPETITOR 1 second most competitive then COMPETITOR 2.
Company Name, United States
We use CLIENT because they are one of the leaders in connectivity in the oil and gas market, and they offer a good price for what is offered.
Company Name, Malaysia
I would rate CLIENT the highest. It's been a while since seen pricing, but they are definitely highest for quality of service. From technology standpoint - their packaging of service is the best...
They've tried to delve into network management, etc - good to know what they are developing. I would love this service - if someone can do all end-to-end. Comes with more scrutiny. With lack of trained workforce, becomes difficult - would alleviate this pain point...
Every validation we've done, CLIENT has outperformed.
Company Name, United States
Impact
Strategic Insights Unlocked
Improved pricing confidence, market positioning, and bold decision-making enabled measurable competitive advantage
Client’s internal perception didn’t match the market’s perception – customers believed client offered the best service at a competitive price
Competition was limited in most global regions with customers having few options meeting client’s service and performance levels
Research showed that client could take bold pricing actions with limited risk
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