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
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