Customer Care Survey: The Measure of Customer ExcellenceThe annual Computerworld Malaysia Customer Care Survey provides a reality check on IT vendors' customer care programmes, and gives their customers a platform to express their satisfaction (or lack thereof) with the services that typically come with the products they have been paying for.
Every year, Fairfax Business Research, the research arm of Fairfax Business Media, surveys Computerworld Malaysia readers - who represent this nation's enterprise customers of IT services and solutions - on the quality of service they receive from their technology vendor and service providers.
All IT job titles within end-user organisations will be invited to participate in a survey on their experiences with technology vendors. They will score their major supplies on:
1. Implementation: Was the project delivered on time and on budget? Was the implementation process designed to take into account the needs of your organisation? Were vendor employees well-informed and helpful? Was user training completed to a high standard?
2. Ongoing customer service: How long did the phone ring before someone attends to a service request? How long did it take before skilled personnel appear on-site to solve customers' problems? Did your vendor make you feel like a valuable customer once the implementation is complete?
The Customer Care Awards covers supplies of everything from enterprise software to hardware and telecommunication services within the following categories:
Desktop & Notebook PCs
Physical Infrastructure - Intelligent Power Management
Physical Infrastructure – Networks
Business Intelligence & Analytics Software
Collaboration & Workflow Productivity Software
Database Management Software
Desktop & Server Management Software
Enterprise Content Management Software
Storage Management Software
D. VIRTUALISATION SOLUTIONS
E. SECURITY SYSTEMS
Intrusion Detection/Protection Solutions
F. COMMUNICATION SERVICES
VOIP/IP Telephony Systems