2009 Business Connectivity Report Card

Table of Contents

• Report Overview and Methodology
• Executive Summary
• 1. U.S. Business Telecom Industry Overview
• 2. Business Product Definitions
• 3. Trends and Influences Driving the Market
  • i. Economic Pressures
  • ii. Emerging Products
  • iii. Exploding Opportunities
• 4. Respondent Characteristics and Expectations
  • i. Regions of Operation
  • ii. Primary Revenue Driver
  • iii. Respondent Title and Influence
  • iv. Monthly Telecom and Number of Employees
  • v. Products Penetration
  • vi. Average Contracts Lengths
  • vii. Expected 12-Month Change
  • viii. Products Migrated Towards
• 5. Drivers of Purchase/Customer Priorities
• 6. Carrier Ratings: Operations
  • i. Operation Average
  • ii. Brand
  • iii. Sales Reps
  • iv. Provisioning/Installation
  • v. Network Performance
  • vi. Billing
  • vii. Customer Service
• 7. Carrier Ratings: Product Price and Quality
  • i. Data Products
  • ii. Voice Products
• 8. Carrier Ratings: Vertical and Y/Y
  • i. Operations by Business Type
  • ii. Operations by Monthly Company Spend & Size
  • iii. Y/Y Operations by Company Type
  • iv. Product Quality & Price
  • v. Product Ratings Averages: 2008 vs. 2009
• 9. Carrier Case Studies
  • i. AT&T p. 142 x. One Communications
  • ii. CenturyTel p. 144 xi. PAETEC
  • iii. Cogent p. 146 xii. Qwest
  • iv. Comcast p. 148 xiii. RCN
  • v. Cox p. 150 xiv. Sprint
  • vi. Embarq p. 152 xvi. tw telecom
  • vii. Fibertech p. 154 xv. Verizon
  • viii. FPL FiberNet p. 156 xvii. Windstream
  • ix. Level 3 p. 158 xviii. XO
• 10. Wireless Carrier Ratings and Case Studies
  • i. Wireless Operations
  • ii. Wireless Products
  • iii. Wireless Case Studies
  • 11.Conclusions
• 12.Glossary

Table of Figures

• 1. Total Local Service Revenue: 1998 - 2010e
• 2. Nationwide CLEC and ILEC Presence by Line Count: 2000 - 2010e
• 3. ILEC vs. CLEC Local Service Revenues: 1998 - 2010e
• 4. Share of Local Service Revenue: ILEC vs. New Competitors
• 5. Local vs. Wireless Service Revenue: 1998 - 2010e
• 6. Percent of Local Service Revenue by Type: 2000 - 2008e
• 7. Business Voice Products Revenue: 2007 - 2013e
• 8. Business Data Products Revenue: 2007 - 2013e
• 9. FTTx Revenue: FiOS and U-verse
• 10. FTTH Penetration
• 11. AT&T 3G Laptop Connect Customers
• 12. U.S. Population vs. Mobile Subscribers
• 13. Total Real U.S. GDP and Year-over-Year Growth by Year: 1Q04-1Q09
• 14. Total U.S. Employment and Year-over-Year Growth: 1Q04-1Q09
• 15. Quarterly Corporate Profits (without IVA and CCAdj)
• 16. U.S. VoIP Subscribers: 2005 - 2013e
• 17. Proportion of U.S. Businesses By Number of Employees
• 18. 2009 VoIP Penetration Rate By Business Size
• 19. Total Wireless Data ARPU and Percentage of Total Wireless Revenue ARPU: AT&T vs. Verizon
• 20. U.S. Online Video Properties by Videos Viewed
• 21. Regions of Operation
• 22. Number of Regions in which Business Respondents Purchase Metro Service
• 23. Primary Revenue Driver
• 24. Respondent' s Title
• 25. Respondent' s Influence in Purchase Decisions
• 26. Monthly Telecom Spending
• 27. Number of Employees
• 28. Products Penetration
• 29. Average Contract Lengths by Primary Business Model (in months)
• 30. Contract Length Distribution: 2008 vs. 2009
• 31. Average Contract Length
• 32. Expected 12-Month Change in Spending* by Product
• 33. Products Reported as Migration Targets
• 34. Product Origins of Ethernet Migrations
• 35. Product Origins of VoIP Migrations
• 36. Product Origins of Fiber Migrations
• 37. Drivers of Purchase
• 38. Drivers: Industry vs. Media
• 39. Drivers: Industry vs. Education
• 40. Drivers: Industry vs. Financial Service/Insurance
• 41. Drivers: Industry vs. Healthcare
• 42. Drivers: Industry vs. Legal
• 43. Drivers: Industry vs. Manufacturing
• 44. Drivers: Industry vs. Real Estate
• 45. Driver: Industry vs. Retailer/Wholesaler
• 46. Drivers: Industry vs. Transportation/Utilities
• 47. Driver: Industry vs. Travel/Hospitality
• 48. ILEC/IXC Operations Average
• 49. CLEC/Cable/Fiber Operations Average
• 50. ILEC/IXC Brand
• 51. CLEC/Cable/Fiber Brand
• 52. ILEC/IXC Sales Reps
• 53. CLEC/Cable/Fiber Sales Reps
• 54. ILEC/IXC Sales Reps: Professionalism/Integrity/Technical Expertise
• 55. CLEC/Cable/Fiber Sales Reps: Professionalism/Integrity/Technical Expertise
• 56. ILEC/IXC Sales Reps: Proactive/Consultative Selling
• 57. CLEC/Cable/Fiber Sales Reps: Proactive/Consultative Selling
• 58. ILEC/IXC Provisioning/Installation
• 59. CLEC/Cable/Fiber Provisioning/Installation
• 60. ILEC/IXC Network Performance
• 61. CLEC/Cable/Fiber Network Performance
• 62. ILEC/IXC Billing
• 63. CLEC/Cable/Fiber Billing
• 64. ILEC/IXC Customer Service
• 65. CLEC/Cable/Fiber Customer Service
• 66. ILEC/IXC Customer Service: Technical Skills/Ability to Solve Problems
• 67. CLEC/Cable/Fiber Customer Service: Technical Skills/Ability to Solve Problems
• 68. ILEC/IXC Customer Service: Courtesy/Professionalism
• 69. CLEC/Cable/Fiber Customer Service: Courtesy/Professionalism
• 70. Overall Data Quality
• 71. Overall Data Price
• 72. ATM/Frame Relay Quality
• 73. ATM/Frame Relay Price
• 74. Cable/DSL/FiOS/U-verse Internet Access Quality
• 75. Cable/DSL/FiOS/U-verse Internet Access Price
• 76. Dedicated Internet Access Quality
• 77. Dedicated Internet Access Price
• 78. Ethernet Quality
• 79. Ethernet Price
• 80. Integrated Access/PRI Quality
• 81. Integrated Access/PRI Price
• 82. IP VPN Quality
• 83. IP VPN Price
• 84. Local Private Line Quality
• 85. Local Private Line Price
• 86. Long Haul Private Line Quality
• 87. Long Haul Private Line Price
• 88. SONET Ring Quality
• 89. SONET Ring Price
• 90. Web Hosting Quality
• 91. Web Hosting Price
• 92. Overall Voice Quality
• 93. Overall Voice Price
• 94. Circuit-Switched Voice Quality
• 95. Circuit-Switched Voice Price
• 96. VoIP Quality
• 97. VoIP Price
• 98. Operations
• 99. Operations by Business Type
• 100. Operations by Monthly Company Spend
• 101. Operations by Company Size
• 102. YoY Operations by Company Type
• 103. Data Quality and Price
• 104. Voice Quality and Price
• 105. Product Quality by Business Type
• 106. Product Quality Ratings Averages: 2008 vs. 2009
• 107. Product Price Ratings Averages: 2008 vs. 2009
• 108. AT&T Network Map
• 109. CenturyTel Network Map
• 110. Cogent Network Map
• 111. Comcast Network Map
• 112. Cox Network Map
• 113. EMBARQ Network Map
• 114. Fibertech Network Map
• 115. FPL FiberNet Network Map
• 116. Level 3 Network Map
• 117. One Communications Network Map
• 118. PAETEC Network Map
• 119. Qwest IP Network Map
• 120. RCN Network Map
• 121. Sprint Network Map
• 122. tw telecom Network Map
• 123. Verizon Network Map
• 124. Windstream Network Map
• 125. XO Network Map
• 126. Wireless Operations Average
• 127. Wireless Brand
• 128. Wireless Sales Reps
• 129. Wireless Sales Reps: Professionalism/Integrity/Technical Expertise
• 130. Wireless Sales Reps: Proactive/Consultative Selling
• 131. Wireless Provisioning/Installation
• 132. Wireless Network Performance
• 133. Wireless Billing
• 134. Wireless Customer Service
• 135. Wireless Customer Service: Technical Skills/Ability to Solve Problems
• 136. Wireless Customer Service: Courtesy/Professionalism
• 137. Wireless Product Quality
• 138. Wireless Product Price
• 139. Wireless Broadband Connectivity Card Quality
• 140. Wireless Broadband Connectivity Card Price
• 141. Wireless Data Quality
• 142. Wireless Data Price
• 143. Wireless Voice Quality
• 144. Wireless Voice Price
• 145. AT&T Mobility Network Map
• 146. Sprint Wireless Network Map
• 147. T-Mobile Network Map
• 148. Verizon Wireless Network Map
• 149. Industry Operations Summary: 2008 vs. 2009
• 150. Select Business Products Quality Satisfaction
• 151. Select Product Penetration and Migration Trends
• 152. Ethernet Migration Trends
• 153. VoIP Migration Trends