Monitoring Satisfaction:  Tracking the Performance of an Organizations Technical Support Through Customer Satisfaction Research

A Partner in Success

A growing software company with numerous Fortune 500 customers was experiencing increasing demands on its' technical support department.  In an effort to measure their efficiency and track their performance more accurately, the company tapped ISG's expertise in customer satisfaction research to initiate a monthly customer satisfaction program. 

The company turned to ISG because of its' specialization in providing high quality, cost effective customer satisfaction research for the technology industry and its' experience conducting surveys in North America, EMEA and Asia Pacific markets. 

The Challenge

The company knows that one of the key factors influencing their ability to obtain new customers as well as retain existing customers is how well the products they sell are supported.  In order to gain an accurate picture of their customer's experience, ISG and the company utilize a telephone methodology, which provides the ability to probe and obtain detailed descriptions.  In addition, real time Customer Alerts are generated as required and forward to key contacts within the company for immediate follow-up. 

Customers are randomly contacted and asked a series of questions designed to evaluate their experience and satisfaction with the quality of support they receive.  Surveys are conducted with customers located in both North America and Europe in English, French and German.  Top line results are generated on a monthly basis, while a detailed analysis comparing current results to those from previous quarters is provided quarterly.  These results are used to identify and make changes in order to improve customer satisfaction and loyalty.

The Result

Results from the initial survey cycle clearly identified that long wait times and a lack of product knowledge among support representatives were the primary areas adversely affecting customer satisfaction.  Based upon this information, the company focused on improving response times as well as provided additional training for their support representatives. 

For the past eight years, this leader in data technology has used ISG for its' quarterly technical support survey measurement needs, as well as for other projects requiring customer satisfaction measurement.  ISG’s long-term relationship with the client, has enabled them to extract and understand the needs of product users across the globe.  Industry experts continually confirm that a company’s software product is only as good as its' support, making this company's technical support a key factor in its' ability to obtain new customers while maintaining customer loyalty.