• Phone hold time: Based on the average time a product's owners waited on hold to speak to a phone support rep.

• Phone rating: Based on a cumulative score derived from product owners' ratings of several aspects of their experience in phoning the company's technical support service. Among the factors considered were whether the information was easy to understand, and whether the support rep spoke clearly and knowledgeably.

• Failure to resolve problem: Based on the percentage of survey respondents who said the problem was never resolved after contacting the company's support service.

• Service experience: Based on a cumulative score derived from product owners' responses to a series of questions that focused on 11 specific aspects of their experience with the company's service department.

Survey Methodology