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SSPA Launches New Survey at Supportgate.com
Utilizes Customersat's Online Survey Technology
San Diego, CA, September 14, 2000 - The
Software Support Professionals Association (SSPA) announced
today that it has developed and implemented The SSPA Survey
that is located online at www.supportgate.com
. The Survey is a third in a series of annual surveys
used to provide a comprehensive review of service industry
practices, performance indicators and operational metrics.
“The SSPA Survey is the most definitive, concise collection
of support center metrics in our industry,” said Bill Rose,
SSPA Founder/Executive Director. “With over one hundred questions,
we covered all aspects of running a support center. The information
is invaluable to all Managers, Directors and other Executives
of Support Centers.”
The SSPA Survey was developed through a Partnership with
CustomerSat. The implementation of CustomerSat's online survey
solutions will enable Supportgate.com to provide:
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Real-Time Results : Survey results are
available as soon as members of the worldwide service
and support communities complete the surveys. CustomerSat
technology creates an always-current survey database.
Survey results will no longer be outdated.
-
Real-Time Alerts: This creates interactivity
between survey respondents and Supportgate.com by enabling
respondents to request that someone from Supportgate.com
contact them.
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PopUp-on-Exit surveys: Selected visitors
to the Supportgate.com web site are invited to complete
an online survey as they exit the site from any of its
thousands of pages. PopUp-on-Exit thus avoids interfering
with visitors' activities on the site, and Supportgate.com
is able to gather feedback on visitors' complete site
experiences.
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Benchmarking: Comparative analysis and
reports will enable support executives, managers and engineers
to better assess their performance relative to industry
standards. For example, The SSPA Survey will help support
professionals understand what comprises first-rate support
center practices. These benchmarking standards will be
available to The SSPA Survey subscribers, immediately.
“SSPA's commitment to running a measurement-based support
center is very clear,” commented Jose Ver, Senior Project
Manager for CustomerSat. “Together, we developed a comprehensive
survey that asked questions appropriate to the user's experience,
was well designed, and, most importantly, focused on generating
actionable results.” Continued Ver, “It was a pleasure working
with such a dedicated and professional team at SSPA. I think
this is going to be a very powerful tool for the support center.”
The Survey is divided into 11 Sections with numerous questions
in each Section. Demographics ** Use of VARS and Resellers
** E-Commerce ** Automation ** Online Services ** People **
Performance Metrics ** Finance ** Service Marketing ** Customer
Satisfaction ** Supplemental Information.
For the past 10 years, the Software Support Professionals
Association (SSPA) has led the industry by providing surveys,
content rich conferences, executive forums, roundtable meetings
and industry recognized Awards Programs. The Support Center
Survey is the latest in a series of industry surveys conducted
by the SSPA. For more information, to participate in the survey
or to purchase the survey results, please visit www.supportgate.com
About SSPA
Founded in 1989, SSPA represents over 9,000 service professionals
at Member companies worldwide. SSPA gives software service
professionals opportunities to share ideas, discuss developing
trends and network with their peers. SSPA offers its members
conferences, seminars, specialized training, executive forums
and a variety of publications. For more information regarding
the SSPA and other related divisions, log on to www.supportgate.com
building Internet service communities, or send an email to
info@supportgate.com
.
About CustomerSat
CustomerSat, Inc. is a leading provider of online
customer satisfaction measurement and reporting services.
Clients' CRM systems and Web sites link to CustomerSat's Web
servers to automate customer surveying and online reporting.
The company has developed proprietary methods to enhance the
effectiveness of Web and e-mail surveys, WebFocus™ groups,
and real-time Web-based reporting to achieve maximum survey
response rates and rapid analysis. Based in Mountain
View, California, the company is privately held and offers
services to create and analyze Web surveys in a hosted environment
utilizing extensive marketing research expertise. Company
information is available at www.CustomerSat.com
; or using e-mail: Expert@CustomerSat.com
phone: 650.234.8000; and fax 650.854.2135
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