Despite ITBy Allan Alter | Posted 2006-11-21 Email 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.'s support for customer service, problems are not diminishing.">
Finding 6: Despite IT's support for customer service, problems are not diminishing.
If anything, service problems with billing and voice-routing systems are getting worse. Fewer companies are using Web technologies to support customer service, though it would be too big a stretch to say that service is deteriorating for that reason. The best news? Just one in five respondents reports any customer backlash to self-service technologies, the same percentage as in 2005. Still, IT needs to keep working at improving customer service.
Upcoming results from the Customer Strategies survey:
Read our previous surveys on customer strategies and related topics: