An Analysis of Home Computer Customer Service Hotlines
Notice bibliographique
Résumé
[Abstract] With the growth of the Internet in recent years, home computers have become an essential part of many Americans' lives. Because computers play such an important role in our lives, even the smallest problem with an individual's computer system can cause severe repercussions in our day-to-day lives. Because of recent surveys done by J.D. Power and Accenture that have measured growing dissatisfaction in customer service across numerous industries, we decided to develop a survey that would address an industry that has often been overlooked by study groups: home computer customer service hotlines. This paper provides the mechanics of our survey, including how it was designed and a summary of the results. This paper also makes recommendations to improve customer satisfaction in the home computer industry. [Keywords] Home computer; customer service; hotline; internet Introduction On the night of Tuesday, April 17, 2007, the telecommunications company Research In Motion (RIM) suffered a massive computer glitch at their networking headquarters in Ontario, leaving millions of Blackberry users across North America without service for at least 12 hours. While the outage occurred during the nighttime hours, some users reported that their Blackberrys were not up and running until late in the afternoon hours the following day. Thus, the outage caused a major disruption in the hectic lives of the many business leaders, politicians, and journalists who relied on the handheld phone/Internet portal to conduct dayto-day business (Mayerowitz, 2007). From a purely non-technical perspective, what is most alarming about this incident was RIM's lack of response to keep their loyal customers notified about what was taking place. As the Blackberrys went silent, so did RIM. When concerned Blackberry users called the company's customer service hotline to inquire about why their devices were idle, their calls went unanswered. In fact, REVI did not even release an official statement until Wednesday, April 18, after the power had been restored. RIM's silence alienated many of its customers, some of whom had their personal and professional lives greatly disrupted by the outage (Hamblen, 2007). Even though the outage has not hurt the company's profit margin (Reardon, 2007), RIM's lack of adequate customer service during the incident has damaged the company's image in the eyes of many users. If RIM does not fix customer communication problems in the future, it risks losing its customers to a competitor. The telecommunications industry is well-known for poor customer service, and this example of not adequately satisfying the customer's needs is not limited to RIM and its immediate competitors. Recent studies by the analyst company Accenture have shown that consumers are increasingly growing weary of poor customer service in almost all major industries. According to a 2005 study by Accenture, almost half (49 percent) of the 2,000 consumers surveyed had changed their service providers in at least one industry due to poor customer service (Dmreview.com Editorial Staff, 2006). In light of Accenture's findings, we decided to conduct our own survey in an attempt to duplicate Accenture's findings. However, because of a lack of resources and time to work with, we narrowed our study to just one section of a particular industry. We focused our study on the effectiveness of home computer customer service hotlines. Why Computer Hotlines? Unlike other multi-billion dollar industries, like the banking or retail markets, the home computer market is relatively young. Before the introduction of the first Macintosh computer in the early 1980s, the idea of a computer that was small and inexpensive enough to be used in homes was unheard of. Between the 1940s and the 1970s, most of the world's computers took up entire rooms and were rarely seen outside of business, governmental, and educational facilities. lust 25 years later, however, it is now unheard of to live in a household without a home computer. …
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|---|---|---|
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| Méta-épidémiologie (sens large) | 0,000 | 0,000 |
| Bibliométrie | 0,000 | 0,000 |
| Études des sciences et des technologies | 0,000 | 0,000 |
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| Intégrité de la recherche | 0,000 | 0,000 |
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Scores machine (provisoires)
Les deux têtes enseignantes du modèle étudiant, lues sur ce travail. Un score ordonne la base pour la relecture; il n'affirme jamais une catégorie, et le statut de validation accompagne chaque rangée tel quel.
Scores de référence d'un modèle non mature (critères de maturité non atteints, 7 itérations). Un score ordonne; il n'affirme jamais une catégorie.
score_only:v0-immature-baseline · tel quel depuis la passe de notation : score_only signifie que le nombre peut ordonner les travaux, et qu'aucune étiquette de catégorie n'en découleClassification
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