In an ideal world, customer service ought to improve every year. But this year’s survey suggests that service levels are taking a step backward. Except for product or service quality, service levels dropped or remained the same as in 2005—even though IT organizations are providing support for more kinds of service.
For more data and analysis, see CIO Insight‘s Research Center blog at go.cioinsight.com/researchcentral
Next page: Despite IT’s support for customer service, problems are not diminishing.