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tsld005.htm
Customer Support Costs
200 million calls to tech support in 1996. Customer dissatisfaction with software support had dropped for 10 straight years.
About $25 cost per call to publishers, billions of dollars wasted.
Software provides longest complaint hold times, across industries. 3-4 billion customer-minutes wasted on hold.
BBB complaint list ranked computer S/W and H/W #8 in 1995, above used car dealers. (Progress! In the next year, we went up to #7!)
The BBBs data for 1997 merged computing with consumer electronics, making comparisons with the 1995 and 1996 data difficult. The combined totals yield higher ranks (more complaints), of course.
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Archived CPSR Information
Created before October 2004
Created before October 2004
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