High Customer Support Satisfaction

Companies that achieve the SSPA Total Support Quality certification can graduate to the next level of the program to become a J.D. Power and Associates Certified Technology Service & Support provider.

Completing this certification requires two separate steps. The first step is to survey customers who have had a recent support experience to determine their satisfaction with the customer support they received. The second step is to compare each company’s customer satisfaction scores with the benchmark that J.D. Power and Associates maintains for the program.

Customer Satisfaction Survey
J.D. Power and Associates will conduct separate surveys for each type of support that a company offers (e.g. Assisted Support, Non-Assisted Support, Field Service). Each survey will include at least 4 00 completed surveys. The surveys are typically completed online by customers who have recently closed a support case and cover topics such as the courtesy and the knowledge of the support representative, the ease of contacting support and the timeliness of the resolution. The survey results are compiled and analyzed by J.D. Power and Associates to calculate a Customer Satisfaction Index (CSI) for each company.

Industry Satisfaction Benchmark
J.D. Power and Associates maintains a substantial database that tracks satisfaction with service and support in the technology industry. To obtain statistically-meaningful results for all technology service organizations regardless of their type, the benchmark uses sophisticated stratified sampling techniques to obtain results that can be projected to the entire industry.

Based on thousands of completed surveys worldwide, J.D. Power and Associates has created a separate CSI for key market and geographic segments of the industry.

To pass the survey and earn the earn the full J.D. Power and Associates certification, a company’s customer satisfaction scores must rank in the top 20% of the industry benchmark.

Get started by contacting the SSPA now!

The road to certified technology service and support excellence begins with a call to the SSPA at 858.674.5491 or emailctss@thesspa.com.