Studie - Wholesale customer survey 2007

The wholesale industry is to be congratulated. The findings of this, our fourth wholesale customer survey, show that wholesale customers say that performance levels are the best they've seen. However, there are still some important areas for improvement.

Table of contents



Overview



Key findings

Recommendations for wholesale suppliers



Survey methodology



Format of the wholesale customer survey

Wholesale customer segmentation

Selection and performance criteria

The survey sample



Demand: customer selection criteria



The selection process

Overall importance of selection criteria

Trends in selection criteria

Selection criteria by customer type

Geographical trends



Supply: better, but still room for improvement



The wholesale customer experience

Performance continues to improve

More can be done to improve performance further

Performance by customer segment

Geographical differences



Making the grade: comparing selection with performance



Overall verdict: good marks but not where it counts most

Examining performance where it matters

Priorities for action by wholesale customer type



Table of figures



Figure 1 Wholesale customer categorisation

Figure 2 Wholesale services used by interviewees

Table 1 Importance of criteria in selecting wholesale suppliers

Figure 3 Importance of selection criteria across all customer groups

Figure 4 Importance of selection criteria by wholesale customer type

Table 2 Performance of wholesale suppliers rated by their customers

Figure 5 Overall performance rating across all customer groups

Figure 6 Supplier performance rating by wholesale customer type

Figure 7 Importance of selection criteria versus supplier performance

Figure 8 Targeting mobile service provider hot spots

Figure 9 Targeting xSPs’ hot spots

Figure 10 Targeting infrastructure-based carriers’ hot spots

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