|
FOR IMMEDIATE RELEASE
ServiceXRG Finds Importance of Delivering Support in Local Language Varies Considerably by Country
Improving service quality yields greater returns than establishing local language and local presence support.
Wellesley MA, September 1, 2006 – Service Excellence Research Group, LLC (ServiceXRG), the leading industry resource for support and service industry professionals, announces that it has released a new research report, “Support Localization – Evaluating the Importance of Language and Local Presence for Support.” This report examines the needs and expectations of over 600 IT Decision makers in the United States, Canada, United Kingdom, France, Germany and China concerning their views about the importance of having a local presence and support in their language.
“One important finding is that one size does not fit all.” says Ladd Bodem, Principal, ServiceXRG. “The results varied considerably by region and more importantly by country. Regardless of country, the timeliness and effectiveness of support is far more important than local language support and location. Companies need to insure that they deliver service excellence by addressing factors such as availability, expertise and responsiveness.”
This report also explores how companies in each these countries define service excellence and the relative importance of support localization.
About ServiceXRG
ServiceXRG specializes in helping companies develop and execute service and support strategies that strengthen customer relationships and optimize financial performance from service operations. ServiceXRG’s research provides a balanced perspective of the IT services industry with views from users, service professionals and suppliers to the IT services industry.
ServiceXRG combines years of real-world service industry expertise with a unique ability to collect, analyze and present high quality industry data. ServiceXRG provides custom benchmarking, competitive analysis, customer satisfaction assessment, and a series of reports on industry trends and best practices. For more information, visit www.servicexrg.com.
Contacts:
Thomas Sweeny
Service Excellence Research Group, LLC
978.448.3166
tsweeny@servicexrg.com
|
