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Asked by sklawitter in Web Site Statistics Software / WebTrends, Internet Service Providers (ISP), Internet Explorer Web Browser
I work on and off for a WISP and we seem to have some internal disagreements about acceptable response time for resedential fix tickets involving a technician onsite. Right now, we are backlogged by about a week, and customers *hate* hearing that they are going to have to wait for week to get their service back, and frankly I would be too if I were that customer.
If one happened to be a resential customer of Verizon/ATT/Qwest/ISPxxx, what should one expect as a reasonable response time for service outage? Also, are there any data collection web sites (not complaint sites) that give any data about outages and response times that we could study?
I'm really just trying to get a feel for what customers expect, and where our target response times should be so we can begin to improve service. Where is the balance between customer satisfaction and realistic response ability?
Thanks!
20091021-EE-VQP-81 - Hierarchy / EE_QW_3_20080625