Research Briefs


HDI collects data on hot topics in the technical service and support industry. Quick surveys result in insightful research briefs that provide our community with timely, pertinent information that they can discuss with their peers, share with executives, and use to make research-based business decisions.

Our research is available to HDI members only. Learn more about HDI membership.

Take the Latest Survey: Quality Assurance

Professionals in service management and technical support know that an efficient support center improves the overall health and value of an organization. They understand that in order to have a successful support center, customer satisfaction is of paramount importance. In other words, quality assurance matters. How does your organization monitor communication with customers? Do you assess and enforce quality measures?

Take the survey!



Research Briefs






Published on Apr 25, 2014


Published on Feb 27, 2014

Published on Dec 23, 2013