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Customer Service/Technical Support Satisfaction Research

ISG's online and telephone surveys are designed to measure an organization's performance in the area of customer service and/or technical support.  This research provides valuable metrics, which identify gaps between a customer's experience and their expectations regarding the quality of an organization's service and support.

ISG's Customer Service/Technical Support satisfaction surveys include:

  • Overall satisfaction with the quality of customer service/support

  • Likeliness to recommend and continue using customer service/support

  • Customer Loyalty Index (CLI) analysis

  • Identification of key satisfaction drivers

  • Wait time analysis - satisfaction vs. expectations

  • Usage metrics

  • Problem resolution

  • Benchmark service levels - Improved/Declined/Same

  • Product defect resolution

  • Website/Knowledgebase usage and satisfaction

  • Performance gap analysis - satisfaction vs. importance

 

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