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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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