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SSPA Researchers
John Ragsdale VP of Technology Services Research SSPA	Bill Rose VP of Services Research SSPA
SSPA Members enjoy full access to a wide array of SSPA research and content like the titles referenced below.
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SSPA Research Overview

A note from Bill Rose, VP of Services Research, SSPA; and John Ragsdale, VP of Technology Research, SSPA...

At the heart of every service and support operation is a set of core operational metrics used to measure the quality of service delivered to customers, yet technology service and support executives have historically been hampered by a lack of industry standard metrics with which to benchmark their performance.  Few operational benchmark databases exist, and most of those are conglomerations of data from IT help desks and call centers, missing any true comparisons for ‘best in class’ technology support.

SSPA Research fills this void with a wealth of industry data and analytical frameworks that provide the foundation for a rich and rewarding member experience. Our SSPA Benchmarking database contains over 200 metrics, across department financials, services marketing, support operations, field service operations and customer satisfaction, with robust controls that allow you to granularly compare your performance against industry peers.

Building from this strength, the SSPA has heavily invested in content creation, and today SSPA members have access to the largest and most comprehensive library of technology support services research and analysis available in the market.

The following titles are just a few examples (accessible with SSPA member login):

• Services industry economic performance such as The Service 50 and The Europe 20;
• Popular operational “how-tos” like Exempt Status for TSEs: Navigating FLSA and Asking Applicants the Right Questions;
• In-depth analysis of support technology and how to leverage it like 10 Best Practices to Increase ERMS Success;
• And assessments of the hottest trends impacting the industry like Leveraging Web 2.0 for Margin Improvements and Web Self-Service 2008 Trends.

With these resources at their disposal, service and support professionals, from front line support engineers to the chief service executives, will be empowered to lead their organizations to new levels of operational efficiency, customer satisfaction and profitability. 

Nowhere has there existed such a breadth and depth of data and critical thinking around customer service and support in the technology industry. For information on how you can leverage this unique asset in your business, please contact us, or email either John or Bill. 

Think of SSPA as an extension of your team. We look forward to working with you.

Bill Rose & John Ragsdale

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