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E-mail invitations to participate in the survey were sent to nearly 10,000 individuals on the supportindustry.com and Help Desk 2000 e-mail lists. Participants were primarily VP/director/manager of Customer Support responsible for the external support center, the internal help desk, or both. "These survey results reveal the enormous challenges support organizations face on a daily basis," said Carolyn Healey, director of supportindustry.com. "supportindustry.com is proud to partner with Help Desk 2000 to make timely, relevant research available to IT organizations to address these challenges and deliver better customer support to customers." The research was conducted using technology from CustomerSat.com and received nearly 550 responses from high level service and support executives. The results provide valuable data for support operations to benchmark themselves against other leading companies.
We are proud to provide companies a regular reality-based snapshot into the operational issues, benchmarks and directions of the support industry and marketplace," said McGarahan. "This valuable data, graphs and analysis focused on staffing and operations gives a company a better perspective on where they are relative to the rest of the industry. At the same time, it helps the marketplace evolve in tailoring their products and services to address the immediate support needs of businesses today." The survey provides valuable data that can help companies address the rapidly evolving support services marketplace. Key survey results include: -- Despite the lagging economy, nearly 54% report having an increase
in their support budgets. -- Over 70% of respondents reported personnel/labor making up the
majority of their operating budgets. -- Nearly 24% report improving service levels as a major support
strategy objective for 2001. -- 68% reported they are not currently using some form of Outsourcing
or Insourcing. -- On the support maturity curve, 44% reported their support team was
in Reactive/Dispatch mode.
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