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Support Industry Publications

HDI strives to put timely, relevant information at your fingertips. As the largest membership association for IT service and support professionals, HDI possesses a tremendous repository of industry publications, research, and resources, many of which are available for immediate download.

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Industry Benchmarking Studies

• The Annual Practices and Salary Survey provides trending and statistical information for IT service and support center managers and leaders. It benchmarks performance metrics, processes, and organizational maturity.
• The Customer Satisfaction Benchmarking Study measures the world-wide customer satisfaction levels of internal and external IT support.

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Customer Satisfaction Index

This user-friendly, secure, web based service automatically surveys customers who have recently contacted your support center. You can benchmark your performance against your established goals, other companies in your industry, or against the support industry as a whole.