I chanced upon a fascinating statement on a blog today. In it, the writer talks about his experience of raising tickets with a an IT support company.

He says that despite being sent myriad surveys to gain a sense of his general customer satisfaction, nothing was ever done to actually fix his issues. He goes on to say:

“In the end I just stopped calling them for Technical Support. That was about a year ago. Very few of the tickets were ever resolved and we still have the same problems, but they don’t care about that, all they care about is Customer Satisfaction. They just don’t get the part about the problems not being solved.”

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