MegaPath Networks is a leading national provider of IP Network Services offering the industry’s most complete business-class coverage for WAN infrastructure and value-added network services to business and distributed enterprise customers.

This case study is based on a presentation by Adrienne Dale at CRMGuru’s annual conference, the CustomerThink Executive Summit 2003. It includes:

  • The business case
  • The development of a formal customer satisfaction survey
  • Time to resolution
  • Response time impact
  • And how she analyzed the data.

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