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2013
INSERT COMPANY LOGO HERE
2013 North American SSL Certificate
Product Leadership Award
2014
2014 Global Broadband Inte...
BEST PRACTICES RESEARCH
© Frost & Sullivan 2 “We Accelerate Growth”
Contents
Letter of Congratulations.......................
BEST PRACTICES RESEARCH
© Frost & Sullivan 3 “We Accelerate Growth”
Letter of Congratulations
We are proud to present you ...
BEST PRACTICES RESEARCH
© Frost & Sullivan 4 “We Accelerate Growth”
Background and Company Performance
Industry Challenges...
BEST PRACTICES RESEARCH
© Frost & Sullivan 5 “We Accelerate Growth”
attributes, such as ease of use, less expense than com...
BEST PRACTICES RESEARCH
© Frost & Sullivan 6 “We Accelerate Growth”
Promising Brand Equity
In operation for a mere 8 years...
BEST PRACTICES RESEARCH
© Frost & Sullivan 7 “We Accelerate Growth”
Android operating systems. Such a compact approach to ...
BEST PRACTICES RESEARCH
© Frost & Sullivan 8 “We Accelerate Growth”
Significance of Customer Value Leadership
Ultimately, ...
© Frost & Sullivan
Key Benchmarking Criteria
For the Customer Value Leadership Award
Impact and Business Impact—according ...
BEST PRACTICES RESEARCH
© Frost & Sullivan 10 “We Accelerate Growth”
The results of this analysis are shown below. To rema...
BEST PRACTICES RESEARCH
© Frost & Sullivan 11 “We Accelerate Growth”
Criterion 4: Growth Potential
Requirements: Customer ...
© Frost & Sullivan
The Intersection between 360
Practices Awards
Research Methodology
Frost & Sullivan’s 360-degree resear...
BEST PRACTICES RESEARCH
© Frost & Sullivan 13 “We Accelerate Growth”
Best Practices Recognition: 10 Steps to Researching,
...
BEST PRACTICES RESEARCH
© Frost & Sullivan 14 “We Accelerate Growth”
About Frost & Sullivan
Frost & Sullivan, the Growth P...
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2014 global broadband internet speed testing customer value leadership award

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Based on its recent analysis of the broadband Internet speed testing market, Frost & Sullivan recognizes Ookla with the 2014 Global Frost & Sullivan Award for Customer Value Leadership. Ookla’s focused approach to understanding market dynamics, changing consumer demands, and increasing competition has helped it devise value-for-money strategies. Such strategies have driven consistent efforts to offer technologically advanced solutions at competitive prices.

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2014 global broadband internet speed testing customer value leadership award

  1. 1. 2013 INSERT COMPANY LOGO HERE 2013 North American SSL Certificate Product Leadership Award 2014 2014 Global Broadband Internet Speed Testing Customer Value Leadership Award
  2. 2. BEST PRACTICES RESEARCH © Frost & Sullivan 2 “We Accelerate Growth” Contents Letter of Congratulations.............................................................................................3 Significance of Customer Value Leadership ....................................................................8 Understanding Customer Value Leadership....................................................................8 Key Benchmarking Criteria ....................................................................................9 Best Practice Award Analysis for Ookla..........................................................................9 Decision Support Scorecard ...................................................................................9 Customer Impact ...............................................................................................10 Business Impact.................................................................................................10 Decision Support Matrix ......................................................................................11 The Intersection between 360-Degree Research and Best Practices Awards.....................12 Research Methodology ........................................................................................12 Best Practices Recognition: 10 Steps to Researching, Identifying, and Recognizing Best Practices .................................................................................................................13 About Frost & Sullivan ..............................................................................................14 Copyright ................................................................................................................14
  3. 3. BEST PRACTICES RESEARCH © Frost & Sullivan 3 “We Accelerate Growth” Letter of Congratulations We are proud to present you with this year’s award for Customer Value Leadership in the Broadband Internet Speed Testing industry. Frost & Sullivan has a global team of analysts and consultants continuously researching a wide range of markets across multiple sectors and geographies. As part of this ongoing research, we identify companies that consistently deepen customer relationships by offering superior products and services that deliver a clear, demonstrable ROI. This research involves extensive primary and secondary research across the entire value chain of specific products. Against the backdrop of this research, we are pleased to recognize Ookla as the Customer Value Leader in the Broadband Internet Speed Testing market. To achieve leadership in customer value is never an easy task, but it is one made even more difficult due to today’s competitive intensity, customer volatility, and economic uncertainty—not to mention the difficulty of innovating in an environment of escalating challenges to intellectual property. Within this context, your receipt of this award signifies an even greater accomplishment. Moreover, we recognize that your receipt of this award is the result of many individuals (employees, customers, and investors) making daily choices to believe in the organization and contribute in a meaningful way to its future. We believe that such an achievement should be acknowledged and celebrated. We hope you use this award as a platform for strengthening your brand, building awareness among new and existing customers, and inspiring your team to even greater levels of performance. Once again, we congratulate you on your achievements and wish you great success in the future. We are here to support you on any future endeavors. Sincerely yours, David Frigstad Chairman Frost & Sullivan
  4. 4. BEST PRACTICES RESEARCH © Frost & Sullivan 4 “We Accelerate Growth” Background and Company Performance Industry Challenges The proliferation of mobile devices, coupled with unlimited data bundles provided by operators, led to network congestion and deteriorating network quality. Increasing mobile data consumption and requirements, which is attributed to the high adoption rates of Smartphones and tablets, drive the demand for network testing solutions. The rapid growth of Internet-connected devices in the home is changing the way in which broadband services are consumed. This increased broadband utilization across multiple devices creates numerous challenges for broadband providers, including: ● The costs involved with setting up and supporting these increasingly complex home networks is escalating, and the devices themselves can create technology-based conflicts within the home network. ● The rise in demand has led to an increase in overall bandwidth needs, resulting in a higher core capacity cost to the service provider. ● The sophistication of these devices require faster Internet speeds, and a service provider whose network is not keeping up with demand will see an increase in customer churn. Because of these challenges, there is an increasing demand for cost-effective software- based broadband Internet speed testing solutions, which enable both service providers and their customers to track their connectivity services in a meaningful way. Customer Impact and Business Impact of Ookla Price/Performance Value Seattle-based Ookla has attained an eminent position in the broadband Internet speed testing market within the 8 years in which it has operated. A focused approach to understanding market dynamics, changing consumer demands, and increasing competition has helped the company to devise strategies so that customers are able to enjoy the best value for their money. Improved features on par with technological advancements and the capability to maintain a cost-competitive price point has accelerated the pace of Ookla’s growth. The key solution offerings of the company that have surpassed industry expectations and delivered optimum value include Speedtest.net, a free web service introduced in September 2006 that facilitates the analysis of different Internet parameters; NetMetrics, an extremely popular Internet performance database; NetGauge, a high precision tool that maps different network protocols and communication patterns; and NetIndex, a compiled dataset of broadband speed and network quality test results. A robust combination of these solution variants have helped Ookla to stand out amidst competition by offering the customers a best-in-class broadband experience. A host of value-added
  5. 5. BEST PRACTICES RESEARCH © Frost & Sullivan 5 “We Accelerate Growth” attributes, such as ease of use, less expense than competing solutions and the ability to provide highly accurate results that are specifically customized to meet the stringent budgets of smaller enterprises, undoubtedly deliver optimum customer value. This approach further assists the company in receiving accolades from its customers, depicted by its capacity to conduct approximately 5 million tests every day, with over 3,000 testing servers positioned globally. Customer Purchase Experience Ookla has been making substantial efforts to improve its existing solution offerings, with the primary goal of enabling its customers to derive a more precise and clear picture of the broadband space. By reaching far beyond the speed test concept and implementing strategies to deliver an array of highly innovative, feature-enriched toolsets, Ookla supplies millions of clients with an exceptional experience. Unparalleled service delivery and data precision provides a superior purchase experience to end users, ultimately opening up a greater scope of expansion and customer penetration. The flagship site of the company, speedtest.net, enables end users to measure the essential technical aspects of a broadband connection, including download and upload speeds (throughput) and latency (ping). Ookla aggregates nearly 6 billion of these tests, organizing them by geographic region, to support its NetIndex service, which provides a comprehensive picture of global broadband performance. This all-encompassing approach in dealing with broadband-oriented customers and a keen understanding of the need to deliver a more robust experience has enabled Ookla to successfully leverage its strong brand identity in serving elite customers across the academic, service, hardware and media market segments. Customer Service Experience Delivering a compact and best-in-class broadband experience to end users remains the key to Ookla’s overall success. Maximizing the output at a cost-competitive price point is an added advantage on which the company focuses. Thus, its ability to compile more than a million speed- and line-quality test results every day, while registering a compounded growth of 5% every month since September 2007, demonstrates the company’s superior service levels. Additionally, it collects data with the help of a vast array of technologies, including wireless (WiMax, Microwave), wireline (cable, DSL, fiber), and mobile devices (iPhone, Android). This further accentuates the vast range of data collection which, in turn, is a focused attempt to deliver highly precise results to end users. The company also puts in use stringent quality measurement tools to validate that the servers are showing accurate results, leveraging information from daily server statistics, user reports, and server comparisons across geographies. The company has also attempted to ensure that users at large are able to use its applications, depicted by the ability of its web-based applications to work seamlessly across all operating systems and key browsers.
  6. 6. BEST PRACTICES RESEARCH © Frost & Sullivan 6 “We Accelerate Growth” Promising Brand Equity In operation for a mere 8 years in the broadband Internet speed testing market, Ookla has explicitly adopted a customer-centric approach to addressing the broader needs of customers and in handling the underlying industry challenges in an efficient manner. Its noted offerings in the market space include broadband speed testing and web-based network diagnostic applications, which have successfully revolutionized the broadband space and compelled other market participants to act proactively. The cost-effective, user-friendly, accurate and all-inclusive solution offerings of the company have further assisted it in gathering a huge base of customers that includes nearly every Internet service provider (ISP) around the globe. Barring noted customers such as AT&T, Comcast, Vodacom, Verizon, and Time Warner Cable, the company also attends to the business requirements of small enterprises. Apart from ISPs that use Ookla’s solution offerings, there are users from other segments (i.e., corporate, non-profit and government organizations). Such end users include prominent companies, such as the University of Utah; Palm Beach County, Florida; the Department of the Treasury; CNN; Ericsson; Disney; Siemens; Sun; Toyota; Nokia; and Cisco. Depicting the astounding capabilities of its solution offerings, its customers generate more than 150 million tests each month, with roughtly 5 million tests each day, by effectively using its technology. The wide scale of use of its solutions is clearly indicated by the fact that its offerings have been translated into many different languages. With a relatively nascent presence in the market, Ookla has rightly directed its efforts and strategies to ensure optimum satisfaction for its clients, building highly reputed brand equity in the due course. Growth Potential Having identified the immense scope of growth in the broadband space, Ookla has been highly proactive in developing improved versions of its existing solution offerings. For instance, it has recently completed the rollout of its v3.0 technology. In light of it being considered the epitome of measuring Internet and wireless connection speeds and its ability to satisfy a broad base of customers, Ookla ramped up its efforts to create a next- generation testing platform—the v3.0 testing engine. Embedded with enriched functionalities, this newest technological offering aptly surpasses the qualities of the prevailing v2.0 applications, such as Speedtest and Line Quality. End users are now able to test extremely fast connections, such as Fiber to the Home or Business (FTTH/FTTB) and Gigabit Ethernet, as well as inherently high-latency connections (i.e., 3G/4G/Wimax). This well-versed technological improvement is made available to Ookla’s end users through the company’s licensed NetGauge software as well as Speedtest.net and mobile applications. Such attempts clearly indicate that Ookla has been successful in unleashing its immense market potential; the company consistently forays into end users’ minds through its effective business strategies. Additionally, the company has also been working in conjunction with Comcast and Cisco to tap the future trends in the broadband space. Indicative of optimum customer service, the company has even expanded its mobile presence by launching new versions of its mobile applications for the iPhone iOS and
  7. 7. BEST PRACTICES RESEARCH © Frost & Sullivan 7 “We Accelerate Growth” Android operating systems. Such a compact approach to enhance customer value on a consistent basis is expected to assist the company in establishing a niche in the broadband Internet speed testing market and register high growth. Human Capital Ookla’s clear objective is to become the de-facto standard in the industry. To attain this objective, the company leverages the expansive industry expertise of its founding members. Thus, the chief executive officer (CEO) of the company plays an instrumental role in defining the corporate objectives and strategies. He implemented his personal experience of 10 years in the role of CEO at Speakeasy -- a broadband service provider (which was sold to Best Buy in 2007) -- and utilized the combined team experience of nearly 3 decades to address the underlying industry concerns, thus conceptualizing the idea of creating Ookla. In addition, on the face of competition, the company identified the need to differentiate and leverage the true power of human resources to build strong brand equity. Inking partnerships and joint ventures and seeing the importance of customer responses and feedback have, to date, helped Ookla to become a renowned name in the broadband Internet speed testing space. Conclusion Ookla has become synonymous with high quality, accuracy, and monetary value among Internet speed measurement tools. Technologically strong, these offerings encompass nearly all aspects of broadband speed testing, from enabling end users to measure the network throughput and latency of individual servers to granting them access to a wide database of Internet, mobile, fiber, and satellite network tests on a geographical basis. Capable of testing in terms of gigabits and beyond, in conjunction with the high precision that it offers, Ookla has clearly gathered a mass of elite companies as its customers and consistently offers them an enriched experience. With its strong overall performance, Ookla has earned Frost & Sullivan’s 2014 Global Customer Value Leadership Award in the Broadband Internet Speed Testing industry.
  8. 8. BEST PRACTICES RESEARCH © Frost & Sullivan 8 “We Accelerate Growth” Significance of Customer Value Leadership Ultimately, growth in any organization depends upon customers purchasing from your company, and then making the decision to return time and again. Delighting customers is therefore the cornerstone of any successful growth strategy. To achieve these dual goals (growth and customer delight), an organization must be best-in-class in three key areas: understanding demand, nurturing the brand, differentiating from the competition. This three-fold approach to delivering customer value is explored further below. Understanding Customer Value Leadership Customer Value Leadership is defined and measured by two macro-level categories: customer impact and business impact. These two sides work together to make customers feel valued, and confident in their products’ quality and long shelf life. This dual satisfaction translates into repeat purchases and a high lifetime customer value.
  9. 9. © Frost & Sullivan Key Benchmarking Criteria For the Customer Value Leadership Award Impact and Business Impact—according to Customer Impact Criterion 1: Price/Performance Criterion 2: Customer Purchase Experience Criterion 3: Customer Ownership Experience Criterion 4: Customer Service Experience Criterion 5: Brand Equity Business Impact Criterion 1: Financial Performance Criterion 2: Customer Acquisition Criterion 3: Operational Efficiency Criterion 4: Growth Potential Criterion 5: Human Capital Best Practice Award Analysis for Decision Support Scorecard To support its evaluation of best practices across categories, Frost & Sullivan employs allows our research and consulting teams to objectively analyze performance the key benchmarking criteria listed in the previous section basis. The tool follows a 10-point scale ratings guidelines are illustrated RATINGS GUIDELINES The Decision Support Scorecard (i.e., the overarching categories for all 10 benchmarking criteria; the definitions for criteria are provided beneath the scorecard). this weighted scorecard through sensitivity analysis the ratings for a specific criterion do not lead to a significant chang rankings of the companies. BEST PRACTICES RESEA 9 “We Accelerate Growth” Criteria Customer Value Leadership Award, we evaluated two key factors according to the criteria identified below. formance Value Customer Purchase Experience Customer Ownership Experience Customer Service Experience Brand Equity Financial Performance Customer Acquisition Operational Efficiency Growth Potential Human Capital Best Practice Award Analysis for Ookla Scorecard To support its evaluation of best practices across multiple business performance employs a customized Decision Support Scorecard allows our research and consulting teams to objectively analyze performance the key benchmarking criteria listed in the previous section, and to assign ratings on that point scale that allows for nuances in performance evaluation illustrated below. Scorecard is organized by Customer Impact and Business Impact (i.e., the overarching categories for all 10 benchmarking criteria; the definitions for ovided beneath the scorecard). The research team confirms through sensitivity analysis, which confirms that small changes to the ratings for a specific criterion do not lead to a significant change in the overall relative BEST PRACTICES RESEARCH “We Accelerate Growth” two key factors—Customer business performance Scorecard. This tool allows our research and consulting teams to objectively analyze performance, according to assign ratings on that rformance evaluation; Business Impact (i.e., the overarching categories for all 10 benchmarking criteria; the definitions for each s the veracity of that small changes to e in the overall relative
  10. 10. BEST PRACTICES RESEARCH © Frost & Sullivan 10 “We Accelerate Growth” The results of this analysis are shown below. To remain unbiased and to protect the interests of all organizations reviewed, we have chosen to refer to the other key players in as Company 2 and Company 3. DECISION SUPPORT SCORECARD FOR CUSTOMER VALUE LEADERSHIP AWARD (ILLUSTRATIVE) Measurement of 1–10 (1 = poor; 10 = excellent) Customer Value Leadership Customer Impact Business Impact Average Rating Ookla 9.8 9.7 9.75 Competitor 2 8.5 8.2 8.35 Competitor 3 7.4 7.1 7.25 Customer Impact Criterion 1: Price/Performance Value Requirement: Products or services offer the best value for the price, compared to similar offerings in the market Criterion 2: Customer Purchase Experience Requirement: Customers feel like they are buying the most optimal solution that addresses both their unique needs and their unique constraints Criterion 3: Customer Ownership Experience Requirement: Customers are proud to own the company’s product or service, and have a positive experience throughout the life of the product or service Criterion 4: Customer Service Experience Requirement: Customer service is accessible, fast, stress-free, and of high quality Criterion 5: Brand Equity Requirement: Customers have a positive view of the brand and exhibit high brand loyalty Business Impact Criterion 1: Financial Performance Requirement: Strong overall financial performance in terms of revenues, revenue growth, operating margin and other key financial metrics Criterion 2: Customer Acquisition Requirement: Customer facing processes support the efficient and consistent acquisition of new customers, even as it enhances retention of current customers Criterion 3: Operational Efficiency Requirement: Staff is able to perform assigned tasks productively, quickly, and to a high quality standard
  11. 11. BEST PRACTICES RESEARCH © Frost & Sullivan 11 “We Accelerate Growth” Criterion 4: Growth Potential Requirements: Customer focus strengthens brand, reinforces customer loyalty and enhances growth potential Criterion 5: Human Capital Requirement: Company culture is characterized by a strong commitment to quality and customers, which in turn enhances employee morale and retention Decision Support Matrix Once all companies have been evaluated according to the Decision Support Scorecard, analysts can then position the candidates on the matrix shown below, enabling them to visualize which companies are truly breakthrough and which ones are not yet operating at best-in-class levels. DECISION SUPPORT MATRIX FOR CUSTOMER VALUE LEADERSHIP AWARD (ILLUSTRATIVE) High Low Low High BusinessImpact Customer Impact Ookla Competitor 2 Competitor 3
  12. 12. © Frost & Sullivan The Intersection between 360 Practices Awards Research Methodology Frost & Sullivan’s 360-degree research methodology represents the analytical rigor of our research process. It offers a 360-degree-view of industry challenges, trends, and issues by integrating all 7 of Frost & Sullivan's research methodologies. Too often, companies make important growth decisions based on a narrow understanding of their environment, leading to errors of both omission and commission. Successful growth s are founded on a thorough understanding of market, technical, economic, financial, customer, best practices, and demographic analyses. The integration of these research disciplines into the 360-degree methodology provides an evaluation platform for benchmarking industry players and for in-class levels. BEST PRACTICES RESEA 12 “We Accelerate Growth” ntersection between 360-Degree Research and Best Research Methodology degree research methodology represents the analytical process. It offers a view of industry challenges, and issues by integrating all 7 of Frost & Sullivan's research methodologies. make important growth decisions based on a narrow understanding of their environment, leading to errors of both omission and uccessful growth strategies are founded on a thorough understanding of market, technical, economic, financial, customer, best practices, and demographic The integration of these research degree research evaluation for benchmarking industry players and for identifying those performing at best 360-DEGREE RESEARCH: SEE THE CHAOS BEST PRACTICES RESEARCH “We Accelerate Growth” Degree Research and Best identifying those performing at best- DEGREE RESEARCH: SEEING ORDER IN
  13. 13. BEST PRACTICES RESEARCH © Frost & Sullivan 13 “We Accelerate Growth” Best Practices Recognition: 10 Steps to Researching, Identifying, and Recognizing Best Practices Our awards team follows a 10-step process (illustrated below) to evaluate award candidates and assess their fit with our best practice criteria. The reputation and integrity of our awards process are based on close adherence to this process. STEP OBJECTIVE KEY ACTIVITIES OUTPUT 1 Monitor, target, and screen Identify award recipient candidates from around the globe • Conduct in-depth industry research • Identify emerging sectors • Scan multiple geographies Pipeline of candidates who potentially meet all best- practice criteria 2 Perform 360-degree research Perform comprehensive, 360-degree research on all candidates in the pipeline • Interview thought leaders and industry practitioners • Assess candidates’ fit with best-practice criteria • Rank all candidates Matrix positioning all candidates’ performance relative to one another 3 Invite thought leadership in best practices Perform in-depth examination of all candidates • Confirm best-practice criteria • Examine eligibility of all candidates • Identify any information gaps Detailed profiles of all ranked candidates 4 Initiate research director review Conduct an unbiased evaluation of all candidate profiles • Brainstorm ranking options • Invite multiple perspectives on candidates’ performance • Update candidate profiles Final prioritization of all eligible candidates and companion best-practice positioning paper 5 Assemble panel of industry experts Present findings to an expert panel of industry thought leaders • Share findings • Strengthen cases for candidate eligibility • Prioritize candidates Refined list of prioritized award candidates 6 Conduct global industry review Build consensus on award candidates’ eligibility • Hold global team meeting to review all candidates • Pressure-test fit with criteria • Confirm inclusion of all eligible candidates Final list of eligible award candidates, representing success stories worldwide 7 Perform quality check Develop official award consideration materials • Perform final performance benchmarking activities • Write nominations • Perform quality review High-quality, accurate, and creative presentation of nominees’ successes 8 Reconnect with panel of industry experts Finalize the selection of the best-practice award recipient • Review analysis with panel • Build consensus • Select winner Decision on which company performs best against all best-practice criteria 9 Communicate recognition Inform award recipient of award recognition • Present award to the CEO • Inspire the organization for continued success • Celebrate the recipient’s performance Announcement of award and plan for how recipient can use the award to enhance the brand 10 Take strategic action Share award news with stakeholders and customers • Coordinate media outreach • Design a marketing plan • Assess award’s role in future strategic planning Widespread awareness of recipient’s award status among investors, media personnel, and employees
  14. 14. BEST PRACTICES RESEARCH © Frost & Sullivan 14 “We Accelerate Growth” About Frost & Sullivan Frost & Sullivan, the Growth Partnership Company, enables clients to accelerate growth and achieve best in class positions in growth, innovation and leadership. The company's Growth Partnership Service provides the CEO and the CEO's Growth Team with disciplined research and best practice models to drive the generation, evaluation and implementation of powerful growth strategies. Frost & Sullivan leverages almost 50 years of experience in partnering with Global 1000 companies, emerging businesses and the investment community from 31 offices on six continents. To join our Growth Partnership, please visit http://www.frost.com. Copyright This research is owned by Frost & Sullivan. No part of this research may be disclosed to non-employees of the award recipient without formal written permission from Frost & Sullivan. Furthermore, no part may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording or otherwise, without the written permission of Frost & Sullivan. For information regarding permission, call your Frost & Sullivan account executive or write to: Best Practices Group Frost & Sullivan 7550 IH 10 West, Suite 400 San Antonio, TX 78229-5616 USA

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