Customer Service/Technical Support Satisfaction Research

ISG's Customer Service Satisfaction 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
Loyalty and promoter metric 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/Knowledge base usage and satisfaction
Performance gap analysis - satisfaction vs. importance

Information Solutions Group (ISG) is located in Bellevue, Washington, just east of Seattle. We conduct research globally for our clients in the Northwest (Seattle, Redmond, Portland and Vancouver, B.C.), the Bay Area (Marin, San Francisco, San Jose) and Southern California (Los Angeles and San Diego).