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VARIANCE IN THE TECH EXPERIENCE™ Rating the State of PC Technology Service and Support
A dedicated audit task force from the CMO Council has developed a consumer survey that examines satisfaction and performance criteria, service costs and effectiveness, time-to-problem resolution rates, availability and reliability of service, technician responsiveness and knowledge, caller wait times, and the caliber and courtesy of human intervention. The group will also gather perspectives and insights from marketing and support executives from leading computer manufacturers, service providers, and tech support entities. The program will then release a benchmark report and standard scorecard and criteria for customer satisfaction, resolution rates, problem reoccurrence, and other measure of third party computer help services. Today’s digitally dependent consumers are increasingly overwhelmed and upset with technical glitches and problems in their daily lives. The source of their pain: frustrating, complex computers and devices, technical failures, viral infections, and long waits to resolve support issues that disrupt the flow of their work and personal lives. These users face a continuous state of technical anxiety and challenge – such as setting up new computer products, keeping up with software upgrades and migrating to new applications and operating systems, as well as dealing with malware infections, web threats, identity theft and more. According to the Pew Research Center, four in every 10 computer-users suffer a system failure at least once in a 12-month period and more than half require support to resolve their technical issues. More than 60 percent of users say they feel impatient, discouraged and confused by these technical problems and the resulting disruption of their digital lives. Millions more use computers that have been compromised by severe slowdowns and vulnerabilities that threaten both safety and productivity. What’s needed is a new “Resolution Revolution” to counteract the rising problem of “Computer Stress Syndrome” faced by users. Current computer vendor support solutions and models are aimed minimizing support costs and after-market customer handling. Live on-site support services offered by retailers take days or weeks to schedule, are costly, and don’t fix the problem on time if at all. The Variance in Customer Experience program will provide a much needed snapshot of the factors contributing to Computer Stress Syndrome as well as best practice tips and solutions that providers and consumers can employ to improve the measurement and delivery of satisfaction and resolution.
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The Variance in the Tech Experience is an authority leadership program to rate and assess the variation in customer satisfaction for after-market tech support services and provide an industry-standard benchmark for evaluating quality and effectiveness of support provided by computer manufacturers, communications service providers, software vendors, retailers and third-party contractors. The program brings together the Chief Marketer Officer (CMO) Council’s Customer Experience Board and the Forum to Advance the Mobile Experience (FAME) to engage in an independent assessment of the variance in the customer experience for leading computer and software tech support operations. 