Despite IT Support, Customer Service Is Getting Worse

By Allan Alter  |  Posted 2006-11-21 Email Print this article Print

November 2006 Customer Strategies Survey, Part 4: Customer satisfaction is taking a hit as problems with billing, e-mail response time, service quality and other nagging issues drag on.

In an ideal world, customer service ought to improve every year. But this year's survey suggests that service levels are taking a step backward. Except for product or service quality, service levels dropped or remained the same as in 2005—even though IT organizations are providing support for more kinds of service.

For more data and analysis, see CIO Insight's Research Center blog at

Next page: Despite IT's support for customer service, problems are not diminishing.

Executive Editor

Allan Alter has been a specialist on information technology management, strategy and leadership for many years. Most recently, he was editor-in-chief and the director of new content development for the MIT Sloan Management Review. He has been a columnist and department editor at Computerworld, where he won three awards from the American Society of Business Press Editors. Previously he was a special projects editor, senior editor and senior writer for CIO magazine. Earlier, Alter was an associate editor for Mass High Tech. He has edited two books: The Squandered Computer: Evaluating the Business Alignment of Business Technologies and Redesigning the Firm.


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