Rob Addy

A member of the Gartner Blog Network

Entries Tagged as 'Support Quality'


Good Service is Just a Simple Game of Snap!

by Rob Addy  |  October 2, 2012  |  2 Comments

Efficiently matching customer needs and preferences to the optimal support representative (or representatives) is the secret of support success. Nothing more, nothing less. It’s not necessarily about getting the most technically competent support agent to answer the phone. Nor is it necessarily about getting someone who knows everything there is to know about a particular […]

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Category: Customer Experience Support Operations Support Processes     Tags: , , ,

(Not So) Great Expectations

by Rob Addy  |  June 24, 2012  |  Submit a Comment

It can be said that user expectation is a primary measure against which support service quality can be determined.  The following equation shows the relationship between user satisfaction, service delivery and user expectation: User satisfaction  =  Service delivery  /  User expectation As you can see, the higher the user expectation, the better the service provider […]

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Category: Customer Experience     Tags: , , , , ,

Customer Advocacy is Nice. Product Advocacy is Much Nicer.

by Rob Addy  |  April 18, 2012  |  Submit a Comment

Products are lifeless inanimate things. How they are used determines the amount of business value that they deliver. Helping customers to use their products better is essential if they are to appreciate them and the organizations that manufacture and/or support them fully. Support providers have historically shied away from product usage related guidance and focused […]

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Category: Support Processes Support Value     Tags: , , , , , , ,

“If” by Ruddy-Hard KPI-Thing

by Rob Addy  |  February 28, 2012  |  Submit a Comment

Rudyard Kipling’s inspirational poem ‘If’ first appeared in his collection ‘Rewards and Fairies’ in 1909.  ‘If’ contains many maxims for life, and is seen by many as an excellent blueprint for personal integrity, behaviour and self-development.  In today’s world of SAS 70, Sarbanes Oxley and COBIT procedures, compliance audits, corporate governance requirements and the like, […]

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Category: Support Processes Support Strategy Support Value     Tags: , , , , , , , ,

Radar Plots of Goodness

by Rob Addy  |  February 1, 2012  |  1 Comment

In the past couple of postings we have looked at the half empty glass of support. Now let’s look at the half full version. Support has many things to be duly proud of. It delivers real value. Admittedly, some providers deliver significantly more value under the product support banner than their competitors but that will […]

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Category: Support Messaging Support Value     Tags: , , , , , , , , , , ,

The Joy of Self-Assessment

by Rob Addy  |  January 28, 2012  |  Submit a Comment

According to the UK government; “Tax doesn’t have to be taxing”. But I guess they would say that, seeing as they require millions of UK taxpayers to do the paperwork for them through self-assessment… Self-assessment or self-analysis is an interesting concept. Can we ever truly be objective? Do we have the capacity to see ourselves […]

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Category: Support Operations Support Processes Support Strategy Support Value     Tags: , , , , , , , , , , , , , , , , , ,

Crack Dealer Rehabilitation – Part 1

by Rob Addy  |  January 24, 2012  |  Submit a Comment

It’s been almost a week now and my login credentials are still active. Better still, I have not yet been dragged from my bed in the middle of the night for some baseball bat-based “re-education” so all appears well… As we know, product support is not universally disliked in business circles although it sometimes feels […]

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Category: Support Messaging Support Strategy Support Value     Tags: , , , , , , , , , , , , , , , , , , , , ,

The Red Kipper flies at midnight!

by Rob Addy  |  January 20, 2012  |  Submit a Comment

…Shsssh! Don’t tell anyone, but “they” have inadvertently given me a login and password for the Gartner Bloggers Network. Not too sure who “they” are exactly but whoever they are they scare me. Obviously, it’s an administrative error and somewhere in Gartner Towers there is an earnest analyst figuratively running to his or her inbox […]

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Category: Support Strategy Support Value     Tags: , , , , , , , , , , , , , , , , , , , , , , , , , , ,