Customer Satisfaction Benchmarking Study

Are your customers satisfied with your support desk service?

How do your customer satisfaction ratings compare to others in your industry?

Do you know which analysts are your top performers?

How are you measuring customer satisfaction?

Participate in the 2010 HDI® Customer Satisfaction Benchmarking Study and get answers.

Conducted from April 15 to July 15, 2010, this worldwide study will measure the overall satisfaction level of IT support centers from the customer’s perspective. In addition to a snapshot of the industry’s performance in terms of customer satisfaction, this report provides a benchmarking tool for support center managers.

HDI will:

Measure your customers’ satisfaction with your IT support desk, utilizing our secure, web-based service.
Provide you automatic weekly and monthly response reports which you can customize to compare customer satisfaction ratings against similar companies, vertical industries, or the overall industry as a whole.
Present a comprehensive final report which benchmarks your performance against the industry as a whole, and target comparisons based on company size, industry, and other demographic areas.

Sign up now!

To participate, call HDI at 800.248.5667 or contact Travis Werth, Account Manager, and begin measuring your customer satisfaction!

Highlights from the 2007 HDI Customer Satisfaction Benchmarking Study:

83% of all support center customers were "Very Satisfied" with the courtesy of the analyst.
Customers were most satisfied with the courtesy of the analyst and least satisfied with timeliness of the service provided.
Of the types of support provided, support centers that provide blended support received the highest satisfaction ratings, followed by internal centers, then external centers.

Download the full report.