ESRI's expansion of customer support staff and resources has earned a high customer support rating as measured by the Net Promoter® scoring system. Every year, ESRI Technical Support uses Net Promoter, a customer satisfaction and loyalty metric used to determine the number of current customers who are promoters, passives, or detractors of a given company. ESRI's Net Promoter Score led the commercial software products industry in 2009, improving more than 200 percent over last year.

Many of the enhancements implemented by Technical Support in the last year were based on customer feedback. This feedback was gathered via several means, including active discussions between customers and Technical Support management, a detailed survey that was sent to more than 20,000 customers, and periodic e-surveys conducted after the resolution of technical support incidents. This broad feedback helped the department focus improvements on what mattered most to its users.

One of the most notable changes to Technical Support over the past year has been improved live-analyst availability and response times for customers contacting the department. Through major investments in people, processes, and technology, Technical Support has significantly improved response times while decreasing incident resolution times.

To see ESRI's expanded customer support page and associated user resources, please visit www.esri.com/support.