 |
 |
|
|
Product Defects
Tracking defect rates is a fundamental process for support organizations. However there is a large gap between the user’s perception of the defect rate (42%) and the vendor’s classification of product defects (17.5%). This gap is the result of both definition and perception. What is a defect? To a vendor, a defect is when a product performs in a manner that it is different from its specifications. If a customer expects a product should do something but it does not, then to the customer that is a defect. These are fundamental differences that can result in serious customer satisfaction issues
Defect Related Cases - User Perceptions vs. Vendor Classification
|
|
 |
|
|
Research Highlights
To address this issue, vendors must follow four simple steps:
- Clearly publish the definitions of problem classifications
- Properly set expectations
- Accept the fact that there is an implicit understanding that products will behave in a reasonable fashion
- All reported incidents receive proper closure including problem classification and final resolution.
Related Research
ServiceXRG has conducted extensive research to understand user’s perceptions of support. ServiceXRG has published a number of articles and reports that offer insight related to this topic.
Articles
- Defect Disconnect
- The Critical Role of Support Reps
- Excellence to Loyalty
|
|
Reports
|
|
|
- Enterprise Perceptions of Support
|
 |
 |
|
|
|
Available online to Enterprise Research subscribers. For more information about ServiceXRG Publications click here.
|
|
|
|
|
