A survey has revealed that direct sales expert, Dell is continuing to climb the corporate ladder at the expense of Compaq and IBM. According to US IT managers, Dell listens to its customers more and makes more durable products than its rivals.
The best performer in terms of customer satisfaction was Harrods, which met the thresholds set by BMC 75 per cent of the time. But most failed BMC's end user satisfaction criteria. BMC Software tested nine sites which sell 'romantic' goods using...
Sprint has launched a service level agreement (SLA) initiative that it reckons will propel it into the top tier of carriers offering global networks. Sprint’s three classes of SLA will be classified as network node-to-node, end-to-end and managed.
The link between customer satisfaction and financial success is a lot more than anecdotal, according to a report released on Tuesday. The University of Michigan's American Customer Satisfaction Index, or ACSI, reflects US citizens' sense of...
Pure-play online retailers scored more highly on customer satisfaction than the web counterparts of traditional high-street brands over the Christmas shopping period. A survey of 10,500 consumers on the top 30 retail websites in the UK, conducted...
Other effects of SLA failure cited by respondents include a negative effect on external customer satisfaction and a slowing of production. The research showed 41 per cent of nearly 400 respondents only have a basic insight into service levels...
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