The study found a major shift in customer attitude concerning service, with response time usurping the former key goal of repair time. This suggests that reducing the time for initial contact will inversely increase customer satisfaction. Reasons for this may vary, but it plays perfectly into the hands of managed service providers and remote resolution. Companies want to know their issue has been identified, and the many modes of communication available today, from email to instant messaging, make it very easy to let customers know you are working on a resolution to their problem.
At the conclusion of Bredson’s presentation, the meeting came to a close with an update on benchmarks currently in development, including:
- Logistics/Parts
- Consumer Products benchmark for US and Canada
- Customer satisfaction based on geography
- Camera Technical Support
Before calling the two-day event to a close, attendees were reminded to register for the inaugural CompTIA Annual Member Meeting (AMM), April 7th-8th in Chicago. All members are invited to attend and discuss the future opportunities and challenges of our industry. The AMM is intended to encourage members to get involved with the industry association and the communities in order to forge closer partnerships, share best practices, and address specific issues related to their business.
It was a productive two-day meeting in Tampa, and the IT Services and Support Executive Forum will be busy in the coming weeks with individual group conference calls and a flurry of email exchanges that come with every new and continuing initiative and program. To learn more about the community and find out how you can get involved, check out CompTIA Communities.
