HDI Support Center Services

HDI offers services to promote overall support center excellence because we understand how challenging it can be to develop and maintain a world class support center.

HDI Customer Satisfaction Index

Do you know where you stand with your customers? How effectively are you measuring your customer satisfaction? 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.

HDI Support Center Assessment Services

Do you know how your IT support center compares to industry standards? Do you need validation that your support center is following industry best practices? Do you want guidance to support your improvement initiatives? HDI offers different levels of assessment services designed to fit every support center’s needs and budget. Engage HDI to help you discover the true strengths and weaknesses of your support center!

HDI Support Center Maturity Assessment

HDI’s most comprehensive assessment service is based on the HDI Support Center Standard and HDI Support Center Maturity Model. In addition to a maturity baseline and gap analysis, it provides a balanced scorecard view of your support center metrics, and expert recommendations for improvement to guide your continual improvement journey.

HDI Support Center Best Practices Assessment

Get a true picture of your support center’s maturity in the activities that are widely accepted as the best and good practices of the support industry. Based on the HDI Support Center Standard, this assessment provides a baseline of maturity, a gap analysis, and recommendations for improvements.

HDI Support Center Assisted Evaluation

An HDI expert will help you understand the HDI Support Center Standard and assist you in accurately evaluating your support center’s maturity level using the online HDI Support Center Self-Evaluation tool based on information you provide. The result is a baseline of maturity and gap analysis which highlights areas where improvements can be realized.

HDI Support Center Self-Evaluation

Use this online tool to evaluate the maturity level of your support center based on the HDI Support Center Standard.

HDI Support Center Certification

HDI Support Center Certification is the ultimate recognition for your support center's commitment to excellence, efficiency, and service quality based on the HDI Support Center Standard. Achieving certification is a milestone that acknowledges the contributions of your team and can be used to promote the value of your support center to stakeholders. Maintaining certification provides a common goal to drive the continual improvement necessary for your support center to meet the business needs of the organization.