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Sample Corp

Sample Corp. Technical Support Survey Results. Agenda. Objectives Methodology Results Questions Summary Overall Strengths Weaknesses Recommendation. Objectives. Evaluate how resellers feel about the technical support that Sample Corp provides. Understand our strengths an weaknesses.

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Sample Corp

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  1. Sample Corp Technical Support Survey Results

  2. Agenda • Objectives • Methodology • Results • Questions • Summary • Overall • Strengths • Weaknesses • Recommendation

  3. Objectives • Evaluate how resellers feel about the technical support that Sample Corp provides. • Understand our strengths an weaknesses

  4. Methodology • Technical Support Survey • Located in the Reseller’s Portal • Posted Online 12 Questions: • Have you ever called the Sample Corp Technical Support line? • 1=Yes 2=No • What was your main reason for contacting technical support? • Open-Ended Question • What method do you most often use to contact technical support? • 1=Phone 2=Email 3=Phone & Email

  5. For the most part, the amount of time spent waiting to speak with technical support was reasonable. • 1=Strongly Agree 2=Agree 3=Neutral 4= Disagree 5=Strongly Disagree • The technical support staff was courteous. • 1=Strongly Agree 2=Agree 3=Neutral 4= Disagree 5=Strongly Disagree • The technical support staff was knowledgeable • 1=Strongly Agree 2=Agree 3=Neutral 4= Disagree 5=Strongly Disagree • The technical support staff was helpful. • 1=Strongly Agree 2=Agree 3=Neutral 4= Disagree 5=Strongly Disagree • The technical support staff was easy to understand. • 1=Strongly Agree 2=Agree 3=Neutral 4= Disagree 5=Strongly Disagree

  6. Looking back on the times that you contacted technical support, was your problem resolved on the first contact to technical support or was additional technical support contact required? • Open-Ended Question • Overall, how would you rate the quality of the assistance you received from technical support? • 1=Excellent 2=Good 3=Neutral 4=Fair 5=Poor • Overall, how would you rate your satisfaction with the technical support services you received? • 1=Excellent 2=Good 3=Neutral 4=Fair 5=Poor • Do you have any suggestions for improvement of our technical support services? • Open Ended Question

  7. Results • 53 Customers participated in the survey • Profile Of Participants: • NE: 24% SE: 21% S. Central: 17% Mid Atlantic:15% • SW: 13% NW: 4% Canada: 4% Midwest: 2%

  8. Question 1 of 12 Have you ever called Technical Support ? Yes: 45 85% No: 8 15% 100% of the Participants Answered Question 1

  9. Question 2 of 12 What was your main reason for contacting technical support? • Open-Ended • Responses: • Various Issues • Software Bug • Unexpected Shut Down of Box • Web Interface Failure • Post Sales Support • Integration Issues • Unsure Of Feature Availability 91%: 48 out of 53 Participants Answered Question 2

  10. Question 3 of 12 What method do you most often use to contact technical support? Phone: 41 82% Email: 2 4% Phone & Email: 8 14% 96% Participants Answered Question 2 (51 out of 53)

  11. Question 4 of 12 For the most part, the amount of time I had to wait to speak with a technical support staff member was reasonable. Strongly Agree: 16  33% Agree: 21  44% Neutral: 10  21% Disagree: 1  2% Strongly Disagree: 0 0% 91%: 48 out of 53 Participants Answered Question 4

  12. Question 5 of 12 The Technical support staff was courteous. Strongly Agree: 29  61% Agree: 16  33% Neutral: 2  4% Disagree: 1  2% Strongly Disagree: 0  0% 91%: 48 out of 53 Participants Answered Question 5

  13. Question 6 of 12 The technical support staff was knowledgeable . Strongly Agree: 23  48% Agree: 17  35% Neutral: 7  15% Disagree: 1  2% Strongly Disagree: 0  0% 91%: 48 out of 53 Participants Answered Question 6

  14. Question 7 of 12 The technical support staff was helpful. Strongly Agree: 23  48% Agree: 20  42% Neutral: 2  4% Disagree: 3  6% Strongly Disagree: 0  0% 91%: 48 out of 53 Participants Answered Question 7

  15. Question 8 of 12 The technical support staff was easy to understand. Strongly Agree: 28  59% Agree: 16  33% Neutral: 4  8% Disagree: 0  0% Strongly Disagree: 0  0% 91%: 48 out of 53 Participants Answered Question 8

  16. Question 9 Of 12 Looking back on the times that you contacted technical support, was your problem resolved on the first contact to technical support or was additional technical support service required? • Open-Ended • Responses: • No • Yes: Usually First Time, First Contact • 50/50: Sometimes • Typically the first level needs to check with someone for the answer 87%: 46 out of 53 Participants Answered Question 10

  17. Question 10 of 12 Overall, how would you rate the quality of the assistance you received from technical support? Excellent: 25  53% Good: 16  33% Neutral: 4  8% Fair: 3  6% Poor: 0  0% 91%: 48 out of 53 Participants Answered Question 10

  18. Question 11 of 12 Overall, how would you rate your satisfaction with the technical support services you received? Excellent: 25  53% Good: 16  33% Neutral: 4  8% Fair: 3  6% Poor: 0  0% 91%: 48 out of 53 Participants Answered Question 11

  19. Question 12 of 12 Do you have any suggestions for improvement of our technical support services? • Open-Ended • Additional support for third party products • More technical documentation on features and how they work. • Add Knowledge Base 34%: 18 out of 53 Participants Answered Question 12

  20. Summary Overall Survey Percentage: 98% • For the most part, the amount of time spent waiting to speak with technical support was reasonable. • Agree: 98% Disagree: 2% • The technical support staff was courteous. • Agree: 98% Disagree: 2% • The technical support staff was knowledgeable • Agree: 98% Disagree: 2%

  21. Summary • The technical support staff was helpful. • Agree: 95% Disagree: 5% • The technical support staff was easy to understand. • Agree: 100% Disagree: 0% • Overall, how would you rate the quality of the assistance you received from technical support? • Agree: 95% Disagree: 5% • Overall, how would you rate your satisfaction with the technical support services you received? • Agree: 95% Disagree: 5%

  22. Strengths • Technical Support Is Easy To Understand • Technical Staff Is Courteous

  23. Weaknesses • Total Satisfaction and Quality of Support Ranked Lowest with 94% • Wait Time • 21% Neutral • Helpfulness of the Support Staff • 15% Neutral

  24. Recommendations • Better Communication within Technical Team: • Weekly Newsletters of the most request tech support issues • More Technical Documents • Online Support: • Online chat feature: IM capabilities for quick questions

  25. Questions?

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