Telephone Customer Service Quickie Survey Results, June 2016, published by PMMI – The Association for Packaging and Processing Technologies, examines member practices for phone-based technical support and offers a sector benchmark across company sizes. Based on a mid-2016 membership survey, analysis indicates three focus areas: support-pricing and charging policy; warranty and second-owner care; and escalation versus service-contract strategies, with charts highlighting differences by firm size and sales volume. Findings generally show companies tend to provide free basic troubleshooting while reserving billable field service or paid packages for complex cases, and many respondents indicate they are considering formalizing charges or tiered support models. The report reveals where service leaders are prioritizing investments to optimize support economics and customer retention.
Published by PMMI in June 2016. Based on a PMMI member survey of 145 respondents (145 of 519 invited member companies) collected in June 2016.
