Meeting – and Exceeding – SATCOM Customer Expectations

Now more than ever, it is critical for industry members to continually provide value to government and commercial customers.  In today’s austere budget climate, further compounded by the recent government shutdown, meeting and exceeding customer expectations is paramount to success.

Intelsat General takes a proactive approach to gauging its customers’ perceptions about its service offerings. Each year, the company engages in a comprehensive customer satisfaction survey through Market Connections, an independent, third party research firm.

This year, Market Connections and Intelsat General found a significant increase in overall satisfaction and loyalty. 

Here are some of the key findings of the research:

  • The majority of responding customers rate Intelsat General’s performance as “excellent,” which was a significant increase from 2012.
  • The majority of respondents describe themselves as being “very satisfied” Intelsat General customers.
  • Three out of four respondents would recommend and are “likely to use” Intelsat General again in the future.

In 2013, the company also scored high on total cost of ownership and technical performance, the quick resolution of service-related issues, as well as responsiveness and troubleshooting.

During a time when many contractors are minimizing their investment in this type of research, Intelsat General is proactively gaining the right insights into customer sentiment and expectations.By using a third-party research provider, the company gathers the candid feedback required for improving overall performance.

As they say, knowledge is power.These varied customer insights will further increase Intelsat General’s ability to consistently meet and exceed customer expectations into 2014 and beyond.


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