Availability and customer satisfaction – what’s the link?

17Aug12

UK businesses are failing to make the link between availability and customer satisfaction, according to research commissioned by SunGard Availability Services.

Not sure what the problem is here – surely it’s common sense that if systems are unavailable and customers can’t transact, they will go elsewhere, especially if it’s only a few clicks away. And if they go elsewhere they are telling you loud and clear that they are a dissatisfied customer! Do organisations really expect loyalty when they cannot deliver? That’s why keeping systems running is so important. I read recently (with reference to the horrendous problems) that RBS was merely an IT company with a banking licence. So by definition if their IT is not working, their business is not working. That’s why you need uptime, all the time.



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