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Customer Support Survey: Key Findings

SAS Customer Support is committed to helping you find solutions to problems quickly and effectively, making sure that you get the best from your SAS investments. The results of our survey suggest we're on the right track.

Over a five-month period, we interviewed a random sample of users on a fortnightly basis to find out what you really thought. Specifically, we talked to customers who had used Customer Support recently to ask if you were satisfied with the way your call was handled. And the results - warts and all - were illuminating. Overall, we were delighted with what you had to say:

  • 95% of customers surveyed said they were happy with the service
  • Of these, 85% said we are better than other vendors
  • 78% of customers surveyed use Customer Support at least every few months with 83% of you contacting us by phone
  • 89% said they got straight through and on leaving a message 90% were happy with the response time
  • 76% rated our follow-up calls as either 'good' or 'outstanding'
One unexpected finding was that most customers do not use list servers as a support resource. However, list servers are an excellent way to find things out in a proactive manner and can help you solve problems faster. For instance, the TSNEWS-L mail and file server, maintained by Technical Support, is a good way to make sure you consistently receive the latest technical details - including alert notices, hot fixes, technical support documents and announcements.

You can sign-up to TSNEWS-L here

On the negative side, a handful of customers said they couldn't always get through to experts immediately. This is an issue we recognise. It's worth remembering that SAS supports a huge range of technologies and solutions, which means the person you want may not always be available straight away. If this is the case, the query is passed on to another person who is also an expert. It boils down to manpower, and we are continuously looking at ways to streamline and further improve the process.

Were you interviewed? If not, do you have something to add? Please e-mail us with your comments.

For more information on SAS Customer Support, visit: www.sas.com/uk/services/cust_support.html