CORPORATE IT SERVICE AND SUPPORT CUSTOMER SATISFACTION STUDIES

Our Quarterly Corporate IT Service and Support Customer Satisfaction Study utilizes primary research to delve into medium and large end users’ satisfaction with their primary service providers. This study compares and contrasts end-user experiences with vendor-provided support services (through PC manufacturers’ own services organizations or through authorized partners) and companies that have their own in-house technical support staff. It also provides crucial insights into satisfaction across a host of categories that are pertinent to the comparison and management of these service vendors. This study has been in existence since 1Q01.

This report covers customer satisfaction in the following areas:

	Automated diagnostics		Overall satisfaction
	Hardware deployment services		Phone support
	Life cycle management services		Replacement parts availability
	On-site break/fix services		Software support
	On-site response time		Support services pricing/value
	On-site technical expertise		Training services
	Online support

By addressing the changing dynamics of the services arena, this report best reflects the state of this industry sector as it evolves beyond traditional break/fix services to include enhanced and professional services.

Although highly valuable on its own, this report is an excellent companion piece to our Quarterly Corporate IT Buying Behavior and Customer Satisfaction Studies.

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