IT Support Services (ITSS) Benchmarking & Quality Survey
Comprehensive IT Support Services benchmarking, user interviews, and actionable service quality reporting for large enterprise fleets.
Large-scale empirical evaluation of internal IT service desks, network reliability, and software adoption across 15,000+ public sector employees.
The Operational Challenge
An organization with widespread multi-agency branches lacked objective feedback on its centralized IT service provider. Ticket resolution metrics showed acceptable SLAs, but end-user dissatisfaction was rising.
The RMA Group Solution
RMA deployed structured CATI interviews and anonymous digital assessment portals targeting users immediately after resolved IT incidents, evaluating empathy, resolution speed, and first-contact success.
Key Deliverables & Implementation Highlights
“RMA’s survey pinpointed the exact disconnect between helpdesk ticket closures and actual user satisfaction. It enabled us to restructure our IT vendor contracts effectively.”
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