By: In an ideal world, customer service ought to improve every year. But this year's survey suggests that service levels are taking a step backward. Except for product or service quality, service levels dropped or remained the same as in 2005 - even though IT organizations are providing support for more kinds of service.
For more data and analysis, see CIO Insight‘s Research Center blog at go.cioinsight.com/researchcentral
Next page: Despite IT's support for customer service, problems are not diminishing.
