Availability and customer satisfaction – what’s the link?


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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