The Japan Hardware Maintenance and Support Service Satisfaction Study targets businesses with more than 50 employees, and investigates the level of satisfaction with server maintenance (including mainframes and office computers).
Characteristics of the Study
In measuring customer satisfaction, the 5 factors of “initial response,” “recovery work,” “regular support,” “service menu,” and “cost" were established for the study after which the overall satisfaction score was computed on the basis of how much each factor influenced overall satisfaction (on a 1,000 point scale).
Additionally, the actual state of a wide range of topics other than level of satisfaction such as the the situation, customer specific traits and needs in the future. For that sake, you can use this as information for a marketing strategy for maintaining and acquiring customers now and into the future.