Archive News

15 March 2011

Support & Customer Satisfaction: Intrinsically Linked?

In these harsh economic times, customer satisfaction is of top priority.

With such a vast amount of competition, you are always trying to stay one step ahead of your competitors. One area of responding to this is by having a solid support team in place.


So, how can I actually define support?


Support can be described in many ways and is measured in different ways by different organisations – this is where customer expectation comes into play.

The below quote sums up what customer expectation is:

“Customer expectations are the customer-defined attributes of your product or service you must meet or exceed to achieve customer satisfaction.”[i]

Customer expectation can be split into two sections; Expressed and Implied. Expressed is the legal jargon where an organisation has to meet the written down requirements of a contract. Implied, on the other hand, is what the customer expects to receive which is not spoken or written about; it is just provided by an organisation in regards to a product.


But, how is this linked with customer satisfaction?



Customer expectation in time will change dependent on the service an individual is provided with. In Senior’s case, a good example would be dealing with a support ticket within an appropriate timescale. If the support ticket has not been dealt with within the customers expected time – they would be dissatisfied, which is the last thing we would want.

This is why we have been working hard to reduce the time it takes the support team to turn over request. By expanding the team and taking a new direct approach, we have significantly managed to reduce ticket times.

This has resulted in our customers being even more satisfied with the service provided; if our clients are happy, so are we!