Telephone Technical Support Quickie Survey, published by PMMI – The Association for Packaging and Processing Technologies, examines how members use and value phone-based technical support based on a February 2021 membership survey. The analysis indicates a mix of approaches across firms, with focus areas that include monetization and billing complexity, warranty and ownership-transfer policies, and service delivery and tooling (such as web portals, prepaid time blocks, and tiered contracts). Emerging patterns show firms tend to balance customer-retention priorities against operational cost pressures, and charts highlight variation by company size and support model. Download the full report to see where engineering teams are prioritizing investments to strengthen operational resilience.
Published by Telephone Technical Support Quickie Survey in February 2021. Based on survey responses from 116 member companies collected February 2021.
