Satisfaction has further improved in many departments, and “ease of connection” has improved J.D. Power 202 2 Corporate Technical Support Call Center Satisfaction Survey (SM)

J.D. Power Japan Co., Ltd.
Satisfaction has further improved in many departments, and “ease of connection” has improved [J.D. Power 2022 Corporate Technical Support Call Center Satisfaction Survey (SM)]
Otsuka Shokai ranked first in overall satisfaction in two divisions, Fujifilm Business Innovation, and TKC in one division.

 J.D. Power Japan Co., Ltd., an international agency specializing in CS (customer satisfaction) research and consulting
(Headquarters: Minato-ku, Tokyo, President: Koji Yamamoto,
abbreviation: JD Power) has announced the results of the JD Power 2022 Corporate Technical Support Call Center Satisfaction Survey (SM). This survey measures satisfaction with technical support call centers for companies in four IT product categories: servers, PCs/tablets, copiers/printers, and business software.
Satisfaction level improved in 3 out of 4 departments, continuing upward trend In this year’s survey, the overall satisfaction level for each department was 668 points for the “Server Department”, 650 points for the “PC/Tablet Department”, 693 points for the “Copier/Printer Department”, and 670 points for the “Business Software Department”. rice field. Compared to last year’s survey (announced in November 2021), the “PC/tablet category” increased by 15 points, the “business software category” increased by 8 points, and the “server category” increased by 7 points. improvement was seen.
Comparing the annual scores from the 2019 survey (announced in October 2019) before COVID-19, it is confirmed that the trend of increasing satisfaction levels continues this year at call centers in many departments even while the corona crisis continues. (see figure below).
[Image 1

“Ease of connection” scores improved in many departments
In the three categories (“PC/tablet”, “business software”, and “server”) where satisfaction levels have improved since last year, the evaluation of “ease of telephone connection” has improved
significantly in all of them. There is also an increase in the number of respondents who answered that they were immediately connected to an operator.
Currently, amid social movements toward the resumption and
normalization of economic activities, the call center industry is facing a serious labor shortage. Even under such circumstances, in the corporate support center, which is the lifeline of corporate activities, efforts are being made to realize prompt response to customer inquiries without increasing waiting time due to a shortage of operators and lowering customer satisfaction. The results show that progress is being made.
Support for remote support at the call center, contributing to the improvement of satisfaction
Looking at the usage rate of “remote support”, in which an operator remotely checks and operates the screen, etc. while responding to a call center, the most frequently used is “business software
department” at 32%, followed by “server 31% in the “Section”, 23% in the “PC/Tablet Section”, and the lowest in the “Copier/Printer Section” at 16% (see chart below).
[Image 2

Looking at the relationship between the use of remote support and overall satisfaction, there is a tendency for the satisfaction level to be higher in cases of receiving support using remote support. The overall score is high in many evaluation items, including the time spent This trend is particularly noticeable in the “PC/tablet division” and “server division.”
However, the usage rate of remote support remains at a level of about 20-30% in any product division, and it is still difficult to say that its use is widespread. In order to realize prompt resolution response, which is important for corporate support, further expansion and promotion of use of the remote assist function, which allows both parties to efficiently respond to such inquiries, is expected in the future.
J.D. Power Announces No. 1 Satisfaction Rating for Corporate Technical Support Call Centers in 2022
The overall satisfaction ranking is as follows.
-Server category- (7 target brands)
1st place: FUJIFILM Business Innovation (704 points)
“Time required to solve problems and respond to calls at the call center”, “ease of connection”, “product knowledge*”,
Highest evaluation in 6 factors: “Courtesy of response”,
“Understanding of matters and requests”, and “Appropriateness of information provided and responses to matters”.
2nd place: Otsuka Shokai (699 points)
Highest evaluation for two factors: “product knowledge*” and “easy to understand explanations.”
3rd place: Ricoh Japan (696 points)
*Fujifilm Business Innovation and Otsuka Shokai have the same score for the “product knowledge” factor.
[Image 3

-PC/tablet category- (7 brands targeted)
1st place: Otsuka Shokai (695 points)
“Time required to solve problems and respond to calls at the call center”, “product knowledge”, “politeness of response”,
comprehension of requests”, “easy-to-understand explanations”, and “appropriateness of information provided and responses to matters” Highest rating out of 6 factors.
2nd place: Ricoh Japan (682 points)
Highest evaluation in the “ease of telephone connection” factor. 3rd place: DELL (652 points)
[Image 4

-Copier/Printer category- (8 brands targeted)
1st place: Otsuka Shokai (704 points)
“Ease of telephone connection”, “Politeness of response”,
“Understanding of matters and requests”, “Easy to understand explanations”
Highest evaluation in 5 factors of “appropriateness of information provided and response content for the request”.
2nd place: FUJIFILM Business Innovation (700 points)
Highest evaluation for two factors: “time required for problem solving and answering calls at the call center” and “product knowledge”. 3rd place: Ricoh Japan (696 points)
[Image 5

-Business software category- (9 target brands)
1st place: TKC (685 points)
Two factors: “time required to solve problems and respond to calls at the call center” and “ease of connection”
Highest rating.
2nd place: PCA (683 points)
3rd place: Obic Business Consultant (681 points)
Highest evaluation in two factors of “politeness of response” and “easy-to-understand explanation”.
[Image 6

《 J.D. Power 2022 Corporate Technical Support Call Center Satisfaction Survey (SM) Overview 》
Once a year, for companies nationwide, “Server”, “PC / Tablet”, “Copier / Printer”,
Technical support at call centers for corporations in the four product areas of “business software” (failure after product purchase , failures/trouble, usage and setting methods). This year will be the 7th time it has been held.
Implementation period: Early August to late August 2022
■ Survey method: Internet survey
■Survey target: Companies that have used call centers for technical support within the past year (5 or more employees)
■ Number of companies that responded to the survey: Server: 1,924 PC/Tablet: 2,574
Copy machines/printers: 4,305
Business software: 2,643
Factors that affect overall customer satisfaction are set, and an overall satisfaction score is calculated out of 1,000 points based on the user’s evaluation of each factor. The factors that make up overall satisfaction are, in descending order of impact on overall
satisfaction, “Time required to solve problems and respond to calls at the call center” (21%), “Ease of telephone connection” (21%), “Product knowledge” (19%), “Politeness of response” (16%), “Understanding of requirements and requests” (9%),
“Easy to understand explanation” (7%), “Appropriateness of information provided and response content for the matter” (7%)
(Influence in brackets).
*All surveys for which J.D. Power publishes survey results were independently planned and conducted by J.D. Power as a third-party organization.
[Note] This paper is for press use only. It is prohibited to divert the information and results posted in this material for advertising and sales promotion activities without our permission.
About J.D. Power:
J.D. Power, headquartered in Troy, Michigan, USA, is an international marketing research company in consumer insights, advisory services and data analytics. For more than 50 years, we have pioneered the use of big data, AI and algorithmic modeling capabilities to capture consumer behavior and provide the world’s leading companies with sharp industry intelligence about how customers interact with brands and products. Details about this release:
https://prtimes.jp/main/html/rd/p/000000193.000042677.html


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