variance in the tech experience


Barriers and Best Practices in Tech Support

Research Overview

The Customer Experience Board, in late 2009 and into Q1 2010, conducted a comprehensive online survey of more than 1,000 North American consumers to assess and quantify the issues, challenges, and rates of resolution around computer tech support options. The results reveal perceptions, attitudes, and experiences with tech support along with the most common computer problems faced and the impacts that Computer Stress Syndrome has on daily life.

This report summarizes the findings of the audit, along with providing executive insights and best practices to improve the caliber of service offered and the understanding of consumers of the issues involved and the options available.