2010 Customer Satisfaction Benchmarking Report
With over 80 percent of technical support centers measuring customer satisfaction, it is a high-priority performance metric. But how do these support centers customer satisfaction compare to each other? How do your support centers and analysts measure up? To find out, HDI conducted a study to measure customer satisfaction within IT and technical support organizations.
Using the Customer Satisfaction Index service, HDI captured nearly 210,000 customer satisfaction ratings from 348 support centers worldwide, between April 15 and July 15, 2010.
Some highlights from the 2010 HDI Customer Satisfaction Benchmarking Study:
- Eighty-two percent of all support center customers were very satisfied with the overall service experience, compared to 78 percent in 2007.
- Overall, customer satisfaction with courtesy of the analyst rates 4.8 on a 5.0 scale.
- Customers are most satisfied with the courtesy of the analyst and least satisfied with timeliness of the service provided.
- Support centers with less than 200 customers and more than 30,000 customers rate lowest in all categories of service.
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Results were analyzed overall, by industry, type of support, number of customers, and customer location.
Questions about the study and/or the HDI Customer Satisfaction Index? Call HDI at 800.248.5667 or contact an account manager.