The Japan IT Solution Provider Service Satisfaction Study targets companies from around the country with more than 50 employees, and investigates the level of satisfaction with IT system introduction and construction providers.
This study is divided into four segments based on the type of IT solution providers: “computer manufacturer”, “computer manufacturer system vendor”, “office equipment manufacturer system provider" and “communication system provider” and measures the level of satisfaction within each segment.
Characteristics of the Study
In measuring customer satisfaction, the 6 factors of “system introduction/construction”, “system quality”, “troubleshooting”, cost”, “sales representative” and “service provision system" 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 usage and specific needs of the customers were inquired in this study. Moreover, the matter of “other independent system and user system vendors” was also inquired. For that sake, you can use this as information for a marketing strategy for maintaining and acquiring customers now and into the future.