Advances in Economics and Business Vol. 4(4), pp. 190 - 194
DOI: 10.13189/aeb.2016.040405
Reprint (PDF) (235Kb)

A 10 Year Retrospective of Help Desk Satisfaction for High Technology Equipment Shows Little Consistency

William Bleuel ^*
Graziadio School of Business and Management, Pepperdine University, USA

ABSTRACT

This study presents the results of 10 years of telephone surveys of customers of high technology equipment (2005 through 2014) supported locally in the United States, United Kingdom, France, Germany Italy and Spain. The study has three objectives. The first objective is to determine whether there has been a trend in customer satisfaction in the 10 year period. The second objective was to determine whether the key drivers (areas most important to the customers) were consistent over time. The third objective was to determine if the drivers were the same in all countries studied. In general, the study showed that there is no significant trend in customer satisfaction over the 10 year study and that the key drivers were not consistent over time and that customers in all countries had different support priorities.

KEYWORDS
Customer Satisfaction, Help Desks, Technical Support, High Technology Service, Multinational Service

Cite This Paper in IEEE or APA Citation Styles
(a). IEEE Format:
[1] William Bleuel , "A 10 Year Retrospective of Help Desk Satisfaction for High Technology Equipment Shows Little Consistency," Advances in Economics and Business, Vol. 4, No. 4, pp. 190 - 194, 2016. DOI: 10.13189/aeb.2016.040405.

(b). APA Format:
William Bleuel (2016). A 10 Year Retrospective of Help Desk Satisfaction for High Technology Equipment Shows Little Consistency. Advances in Economics and Business, 4(4), 190 - 194. DOI: 10.13189/aeb.2016.040405.