A software developer who designs and supports clients in a specialized vertical market wanted to gather feedback from its customers in the U.S. and abroad regarding the quality of service they have received. A telephone survey conducted with key customers provided information regarding the technical support engineers’ performance in a variety of areas including listening ability, knowledge level, communication and problem resolution. An analysis of the survey results provided the client with valuable insight into the need for improved communication between the assigned technical support engineers and their customers, the need for additional customer training courses and expanded customer service hours.

Case Studies

Case # 1: Concept Development/Testing