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The Largest Customer Satisfaction Benchmarking Study in IT History finds that 78% of all support center customers are very satisfied with their overall experience!
Conducted from April 1 to September 30, 2007, this worldwide study measured the satisfaction level of internal and external IT support from the customer's perspective. It includes 257,682 customer satisfaction surveys from 201 support centers within 144 companies.
The HDI Support Center Maturity Assessment service provides an independent, third-party, review of your support center - providing you with a comprehensive report of its maturity level and recommendations for improvement. The service is based on the HDI Support Center Maturity Model and the HDI Support Center Certification Standard, resources developed by HDI that are recognized worldwide.
It is an independent, vendor neutral, third-party review of your support center resulting in a comprehensive report that summarizes your current state and provides recommendations for service improvements.
It provides recommendations for improvement that consider your organization’s environment, constraints, culture, goals and objective.
It provides guidance for improving operational efficiency, service quality and value.
It establishes a baseline for planned service improvement so you can measure the success of your improvement efforts over time.
It provides gap analysis for organizations that desire HDI Support Center Certification.
An HDI-Certified Auditor is assigned to work with your site contact. The process includes four phases:
Planning – logistics planning to prepare for the on-site assessment, and pre-assessment surveys of key individuals,
Data Collection – on-site interviews, observations, and documentation review,
Analysis – off-site review of data collected and development of recommendations, and
Delivery – presentation of a comprehensive assessment report.
Once an organization engages HDI to perform the HDI Support Center Maturity Assessment, the process timeline can be as short as six weeks, or it may be longer depending on the schedule and availability of the client and the HDI-Certified Auditor
The price for the Maturity Assessment is based on the size of the organization and the amount of time required for the collection of data, and to perform the interviews and observation necessary to accurately assess the maturity level. Your account manager will work with you to determine the pricing for your support center.
The Maturity Assessment is for support centers that want/need validation for what they are currently doing right along with recommendations for improving their operations.
The goal of the auditor during the Maturity Assessment is to understand your support center operations and to provide guidance for improvement.
The Certification Audit is intended for mature support centers that want/need recognition for their achievements and/or a competitive advantage.
The goal of the auditor during a Certification Audit is to verify evidence of the support center’s maturity and to produce the certification scores that determine certification pass/fail.
HDI-Certified support centers receive marketing benefits such as:
A listing on the HDI-Certified Support Centers webpage,
Use of the HDI-Certified Support Center logo,
Inclusion in press releases and articles in HDI publications (i.e. Support World, Industry Insider, etc.),
Recognition at the HDI Annual Conference, and
Ability to promote their certification as a competitive differentiator.
While the average price for a mid-sized support center is the same as the current price for the certification audit ($20,000), the similarity ends there.
The price is dependent on the amount of time required to complete an accurate assessment of the support center.
The price starts at $15,000 for smaller support centers, $20,000 for mid-sized support centers, and higher for larger support centers.
The price for the HDI Support Center Certification audit is increased to $25,000 effective January 1, 2008.
The price increase is reflective of the increase in the value of the certification since the inception of the program as well as increased costs for development and maintenance to ensure that the certification is aligned with current industry frameworks and best practices.
In terms of value, this service will provide a greater value to clients because it is specifically focused on the support center and because it is based on a respected maturity model and an internationally recognized standard.
In terms of price, this service compares very favorably to assessments from other service providers.
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