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

In order to help participating companies prepare to answer the wide-range of questions, a pre-release .pdf of the questionnaire will be sent out on Thursday March 10, 2005.

The online version of the survey will be available for the kick-off of the SSPA Best Practices Conference and EXPO in San Diego on March 21. Companies will then be able to complete the survey online. Completing the survey will give them the right to access the new results database, which is expected to be available in May.

The SSPA 2005 Industry Benchmark Study is coming. Use the advance copy of the questionnaire to begin collecting answers from across your organization. Remember - only those companies who take the survey will be able to access the results.

Ready, Set, Know.