The Results of the J.D. Power 2025 Technical Support Customer Satisfaction Survey for Corporations

Overview of J.D. Power's 2025 Technical Support Customer Satisfaction Survey

J.D. Power Japan, a well-respected international consulting and research organization known for its expertise in customer satisfaction (CS) surveys, has recently published the results of its 2025 Technical Support Call Center Satisfaction Survey for Corporations. Conducted annually, this survey assesses the satisfaction of technical support services for four key IT product categories: servers, PCs/tablets, copiers/printers, and business software.

Key Findings

The overall satisfaction scores for 2025 across the various categories reveal a mixed picture. The total satisfaction points for the four categories are as follows:

- Server Segment: 670 points (down 5 from last year)
- PC/Tablets Segment: 663 points (down 1)
- Copiers/Printers Segment: 697 points (down 1)
- Business Software Segment: 677 points (up 4)

While the satisfaction levels remain fairly stable compared to the previous year, gradual declines are noted in three of the segments. Data indicates that the server, PC/tablet, and copier/printer segments have experienced downward trends since two years ago, particularly in areas concerning ease of connecting via phone, which affects the overall customer satisfaction score the most. The accessibility and promptness of call center support play a crucial role in maintaining customer satisfaction, especially in B2B scenarios where continuous operational capability is essential.

Voice Bot Usage and Completion Rates

The use of voice bots has surged in call centers recently, often driven by the need to reduce waiting times and enhance operational efficiency. Nevertheless, results show that about 10% of queries across all departments were completed solely through automated voice responses without human interaction:

- Server Department: 11%
- PC/Tablets Department: 10%
- Copiers/Printers Department: 6%
- Business Software Department: 9%

Despite the significant implementation of voice bots, customer satisfaction scores for cases fully resolved through automated channels typically fall below overall averages, indicating a tendency for users to feel unresolved or inadequately assisted. Although there are efficiencies to be gained from using automated systems, challenges remain in addressing complex issues and ensuring customer trust. The need for improvement in voice recognition accuracy and content quality, as well as maintaining an effective balance between automated and human responses, is imperative for elevating customer interactions.

Shifting Dynamics Within Contact Centers

As businesses in various sectors rapidly transition towards digital solutions, contact centers are evolving beyond mere problem solvers to become pivotal touchpoints for building customer relationships and delivering value. The integration of customer experience optimization strategies is becoming increasingly essential to foster sustained customer loyalty. This transformation underscores the pressing need for organizations to enhance their frameworks to not only resolve issues but also to establish meaningful connections with customers.

Rankings from the Survey

In the survey, J.D. Power identified the top performers in customer satisfaction for technical support in various product categories:

Server Category (7 brands assessed)

1. Otsuka Shokai - 692 points
2. Ricoh Japan - 683 points
3. NEC - 673 points

PC/Tablets Category (8 brands assessed)

1. Otsuka Shokai - 691 points
2. Fujifilm Business Innovation - 688 points
3. Ricoh Japan - 687 points

Copiers/Printers Category (7 brands assessed)

1. Otsuka Shokai and Ricoh Japan (704 points)
2. Both companies achieved top scores in multiple evaluation factors.

Business Software Category (8 brands assessed)

1. Miroku Information Service - 701 points
2. TKC - 692 points
3. PCA - 685 points

Conclusion

The results of the 2025 J.D. Power Technical Support Customer Satisfaction Survey for Corporations paint a clear picture of the current landscape of technical support services. While AI and voice bots are becoming more prevalent, the balance between automation and human interaction remains vital to improve customer satisfaction. Companies must adapt and refine their customer support strategies to not only address inquiries effectively but also to enhance the overall customer experience.

For additional details, visit J.D. Power's official site.

Note: Please attribute any charts or data referenced to the J.D. Power 2025 Technical Support Customer Satisfaction Survey to ensure accurate reporting.