Simple question for you today. Is your technical support as good as Apples? According to Consumer Reports latest study, Apple is the way to go if you want the best technical support.
According to the study 82% had their problem solved to their satisfaction via technical support while 88% had their problem solved to their satisfaction at the “Genius Bar”. Are those acceptable rates for your organization? I know I wouldn’t be happy with knowing that 18% of the people that called my help desk didn’t get their issue resolved to their satisfaction. Perhaps my standards are just too high.
What do you think?
How does your help desk and technical support operation stack up? Are you measuring overall satisfaction? If so, what method(s) are you using? If not, why not?
I’d love to hear what you’re doing. Drop a comment below.