Cycle time also increases dramatically as the time spent
looking for something that does not exist can be very
long.
The ease of contacting the support organisation is
also a significant factor in customer satisfaction, as is
how effectively customers who have contacted the
organisation in error are handled — the difference
between ‘I’m sorry but I cannot help you’ and ‘We
believe you need to talk to your equipment vendor,
would you like me to transfer your call?’ is enormous.