Information Technology

This content was published: May 10, 2018. Phone numbers, email addresses, and other information may have changed.

CIO brief: Improvement in customer satisfaction scores

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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.