2005 Industry Benchmark Questionnaire Deadline Extended!
In this issue
  • J.D. Power to Bestow IT Service and support certifications starting this fall

    • As most of you know the new 2005 Industry Benchmark Questionnaire is much more robust than ever before. The metrics that participants are required to gather come not just from service and support operations, but sales, marketing, finance and other departments across your organization. Due to the increased scope of the survey, the SSPA has received many requests to extend the deadline for completion. In order to enable the largest number of members to participate in the new program the SSPA has extended the deadline for questionnaire completion to Friday April 22nd.

    If you haven’t yet completed the survey, click here to download your copy of the PDF now. Use the PDF copy of the questionnaire to collect answers from across your organization. Then e-mail sspa@prognostics.com to receive a link to your personal online survey. If you have already received an e-mail with a survey link, you do not have to request a new one.

    It's important to note that you will not be able to go back to change your responses online or answer skipped questions, so be sure to gather all of your responses before taking the online survey. If you wish to complete multiple surveys for different Geographies or Business Units, please email sspa@prognostics.com and we will send you an additional link(s) to the survey.

    The SSPA Industry Benchmark Study has been the definitive yardstick for measuring operational performance in the service and support industry.

    The 2005 study takes it to the next level. First, the results will now be accessible online for members to get answers 24 hours a day. Develop custom queries; compare your company’s performance to the industry overall or to your specific market segments. Print out custom reports showing areas of strengths and vulnerabilities. You will use this valuable tool dozens of times per year. Thanks to our Partner, TNS Prognostics, who is providing the total web delivery solution for our members.

    Secondly the SSPA 2005 Benchmark Study has expanded content. The survey includes business and financial metrics critical to the business challenges you face today and in the future. New categories include: services marketing, sales, financials, customer satisfaction levels, product supportability practices, on-site service and self-help, as well as the traditional SSPA support operations benchmarks for phone and electronic support.

    The expanded scope of the research makes it the most valuable tool available to assess and manage support performance against the industry. Participating companies will be able to:
    • Make better business decisions
    • Set investment priorities
    • Find out what practices are in broad use
    • Benchmark against over 150 performance metrics
    • Compare financial and customer satisfaction results

    The SSPA 2005 Industry Benchmark Study results are coming in May, but remember only those companies who take the survey will be able to access the results.

    Ready, Set, Know.

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