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IT Services: Costs, Metrics, Benchmarking, and Marketing by Robert E. Matthews, Thomas R. DiPasquale, Anthony F. Tardugno

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6.4. Customer Satisfaction

We define customer satisfaction as a measurement of how well the organization is performing from the customer's perspective. Having defined an agreed upon level of service for each customer gives them a clear understanding on which to base their satisfaction with the ISD organization. Not having this clear understanding, customers could be basing their satisfaction on a service not even provided. For example, "Office Printer Support" might not be a service provided by the ISD organization, but provided by another organization or maybe provided internally by the customers themselves. The office printer might need to have the ink drum changed. The customer places a call to the help desk and requests this service. Instead ...

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