This content was published: May 10, 2018. Phone numbers, email addresses, and other information may have changed.
CIO brief: Improvement in customer satisfaction scores
Posted by amcmahon
The results of our third annual IT Customer Satisfaction Survey are in! There was a statistically significant response in both the number of respondents and verbatim comments.
Significant improvement in customer satisfaction was seen over the past 3 surveys, across all categories:
- Enabling PCC’s goals: up 13% (65% → 74% → 78%)
- Services offered: up 12% (67% → 74% → 79%)
- Communication: up 9% (67% → 74% → 78%)
- Application suite: up 4% (70% → 74% → 79%)
In addition, our “Net Promoter Score” (the key metric used by marketers to measure customer satisfaction) was up 15% year-over-year.