COLORADO SPRINGS, Colo. - February 27, 2007 — HDI® (, the world's largest membership association for IT service and support professionals, today announced the launch of a worldwide benchmarking study focusing on customer satisfaction with IT support. As the foremost resource for technical support centers, HDI is well positioned to lead this global industry initiative. The goal is to measure the satisfaction level of both internal and external IT support from the customer’s perspective. All organizations that participate will be provided with complimentary access to HDI’s Customer Satisfaction Index service as the measurement tool for the study. The study will measure and compare participating support centers by:

  • Country
  • Industry vertical
  • Size of the participants’ user community
  • Type of support delivered (internal, external, blended)
  • In-house support organizations and outsourcers
HDI is currently enrolling companies to take part in this research. The study will include organizations that deliver both internal technical support, as well as those that deliver external customer technical support and blended technical support centers. HDI’s Customer Satisfaction Index service is currently available in eight languages (English, French, German, Japanese, Swedish, Spanish, Italian and Dutch) to enable global participation in the study. Data will be collected from April 1 – September 30, 2007. The results will be published and available in a report to be delivered to the industry in October 2007. IT support centers will be evaluated on:

  • Courtesy of the analyst
  • Technical skills/knowledge of the analyst
  • Timeliness of the service provided
  • Quality of the service provided
  • Overall service experience
A text box for customer comments is also available to provide instant feedback on customer issues.

About HDI’s Customer Satisfaction Index Service
HDI's Customer Satisfaction Index Service is a user-friendly, secure, web based system that automatically sends survey questionnaires to customers who have recently contacted the subscribing company’s support center. HDI’s Customer Satisfaction Index works seamlessly with most existing call tracking systems, and does not require any HDI software. The system runs on an SSL server. Subscribers can measure their support centers’ performance against their established goals, others in the service and support field, as well as companies in a specific industry. More than forty global IT service and support experts consulted with HDI to build the Customer Satisfaction Index service and the associated standardized questions.

Additional Resources:

Download an overview of the study:
Download the HDI Customer Satisfaction Index fact sheet for detailed information about the service.
For more information and to view the online demo, visit

Approved Quotations for Publication:
“HDI’s Customer Satisfaction Index Service is the tool we've needed for years and I can't imagine operating without it. It was painless to set up and I appreciate that the program requires very little, if any, maintenance. The ability to capture customers’ feedback when a ticket is closed is invaluable. I look forward to running monthly reports so I can show off the excellent feedback to management,” Gina Montague, manager, technical support center, Dorsey & Whitney

“HDI has helped us bridge the gap between our internal metrics of service desk and the customer’s perception of service. We solve 85% of our incidents on the first call, but was the customer satisfied? HDI’s Customer Satisfaction Index service alerts us to potential customer issues so we can react as soon as we receive the notification. This system helps us compare ourselves to others and makes it easy for us to get results,” John Thompson, senior director IT Services, Cara Operations Ltd.

“I am excited about the opportunity the Customer Satisfaction Index Service has provided to the IT support industry to finally get a definitive answer to the question, ‘How do customers and users of technical support really feel about the service being provided?’ This study will be extremely valuable to organizations that are striving to make IT and support a strategic advantage in their organization. The standard measurement we are using will leave no doubt about where we stand as an industry.” Rich Hand, HDI executive director of membership

“Because HDI is a third party collecting the satisfaction data, customers are more comfortable to respond and respond honestly. In addition, the HDI Customer Satisfaction Index survey tool is brief and simple for customers to use. Current customers report that because of these factors the Customer Service Index continues to have high response rates. This leads to data and reports that are useful to the company for benchmarking and strategic planning.” Jenny Rains, HDI research analyst

About HDI
HDI, a Think Service, Inc. company, is the world’s largest IT service and support membership association and the industry’s premier training and certification body. Guided by an international panel of industry experts, HDI is the leading resource for help desk/support center emerging trends and best practices. HDI provides members with a vast repository of resources, networking opportunities and the largest industry event - the HDI Annual Conference and Expo. Headquartered in Colorado Springs, Colo., USA , HDI offers training in multiple languages and countries. For more information, visit or call +1 719.268.0174. Think Service, Inc. and HDI are not affiliated with Customers International Limited or HDI Europe.

Media Contact:
Tiffany Keller
(719) 785-5350
[email protected]