Table Of Content

Report Quality Evaluation Toourclients: Toensurethatthehigheststandardsofreportqualityaremaintained,INPUTwouldappreciateyourassessmentof thisreport. Pleasetakeamomenttoprovideyourevaluationoftheusefulnessandqualityofthisstudy. When complete,simplyfold,staple,anddropinthepost. — 1 Reporttitle: UserSatisfaction witti Vendor Customer Services Trends and Issuesin WesternEurope, 1990 (CEISF) 2. Pleaseindicateyourreasonforreadingthisreport: Requiredreading Newproductdevelopment Futurepurchasedecision Areaofhighinterest Business/marketplanning Systemsplanning Areaofgeneralinterest Productplanning Other Pleaseindicateextentreportusedandoverallusefulness: Extent Usefulness (1=Low, 5=High) Read Skimmed 1 2 3 4 5 ExecutiveOverview CompleteReport PartofReport( %) HowUsefulwas: Datapresented Analyses Recommendations 5. Howusefulwasthereportintheseareas: Alertyoutonewopportunitiesorapproaches Covernewareasnotcoveredelsewhere Confirmexistingideas MeetExpectations Other 6. Whichtopicsinthereportwerethemostuseful? Why? Inwhatwayscouldthereporthavebeenimproved? 8. Othercommentsorsuggestions: Name Title Department Company Address Country Telephone DateCompleted 7fianl<iyouforyourtimeancCcooperation. UK/M&S633/0112/89 INPUT STAa£ RDLDHERE PleasePostto: Attention: MarketingDepartment INPUT PiccadillyHouse 33/37RegentStreet LondonSW1Y4NF FOLDHERE APRIL 1991 USER SATISFACTION WITH VENDOR CUSTOMER SERVICES TRENDS AND ISSUES IN WESTERN EUROPE, 1990 INPUT PiccadillyHouse33/37RegentStreet,LondonSWlY4NF 071-493-9335 USERSATISFACTION—TRENDSANDISSUES,1990 INPUT Researchedby INPUT PiccadillyHouse 33/37RegentStreet LondonSW1Y4NF England Publishedby INPUT 1280VillaStreet MountainView,CA94041-1194 U.S.A. CustomerServiceProgrammeinEurope (CSPE) UserSatisfaction—TrendsandIssues,1990 Copyright©1991byINPUT. Allrightsreserved. PrintedintheUnitedStatesofAmerica. Nopartofthispublicationmaybereproducedor distributedinanyformorbyanymeans,orstored inadatabaseorretrievalsystem,withouttheprior writtenpermissionofthepublisher. CEISF'539-1990 USERSATISFACTION—TRENDSANDISSUES.1990 INPUT Abstract Thisreportpresentsareviewoftrendsandissuesinusersatisfactionwith customerserviceinWesternEuropein1990. Thereportsummarisesdata previouslypublishedbyINPUTinthreereportstitledUserSatisfaction withVendorCustomerServicesinWesternEurope,1990. Eachreport referstoeitherthelarge,mediumorsmallsystemssectorofthemarket. ThedatapresentedinthisreportwascollectedbyINPUTduring1990in asurveyofcomputerusersinthefollowingcountries: •Belgium •France •Germany •Italy •TheNetherlands •Norway •Spain •Sweden •TheUnitedKingdom Thereportidentifiestrendsinuserperceptionbetween1989and1990for definedaspectsofcustomerservice. Thusthedataallowscomparisonof changinguserneedswithactualserviceperformance. Inaddition,thereportanalysestheresultsofin-depthinterviews,con- ductedwithcomputerusers,aimedatidentifyingkeyuserissuesrelating totheperceivedlevelofserviceprovidedbyvendors. Thisreportcontains166pagesincluding136exhibits. CEISF 01991byINPUT.ReproductionProhibited.