Simple Matrix

Name:	Company:	Department:	Date:
[Your Name]	[Your Company Name]	[Your Department]	[Date]

1. Introduction/Overview

The purpose of this evaluation is to assess the quality and responsiveness of customer support services provided by project management tool vendors [Tool A] and [Tool B]. By contacting their customer support teams with sample inquiries or issues, we aim to gauge their response times, helpfulness, and expertise in addressing queries.

2. Methodology

To evaluate the customer support services of Tool A and Tool B, the following methodology was employed:

1. Sample Inquiries: Contacted customer support teams for both Tool A and Tool B with predefined inquiries regarding common tasks.

2. Response Time Assessment: Recorded the time taken to receive acknowledgment and personalized responses.

3. Assessment Criteria: Evaluated the helpfulness and expertise demonstrated by support representatives in addressing queries.

4. User Feedback Analysis: Considered feedback from other users regarding their experiences with customer support for each tool.

3. Key Findings

Tool A:

• Received an automated acknowledgment within 30 minutes.

• Personalized response within 2 hours regarding setting up recurring tasks.

• Support representative demonstrated deep expertise and provided comprehensive assistance.

• Positive experiences reported by other users regarding prompt and helpful support.

Tool B:

• Immediate automated acknowledgment received.

• Required a 24-hour wait for a personalized response regarding importing tasks from a CSV file.

• Support representative's assistance was less helpful and demonstrated limited expertise.

• Mixed experiences reported by other users regarding inconsistent response times and varying levels of expertise.

4. Evaluation Matrix

Criteria	Tool A	Tool B
Response Time	Within 30 minutes for acknowledgment	Immediate acknowledgment
	Within 2 hours for personalized response	24-hour wait for personalized response
Helpful Response	Comprehensive assistance provided	Less helpful response
Expertise Demonstrated	Deep expertise demonstrated	Limited expertise demonstrated
Overall User Feedback	Positive experiences reported	Mixed experiences reported

5. Recommendations

1. Tool A:

   • Recognize and commend their prompt and helpful support.

   • Encourage continued investment in customer support training and resources to maintain high-quality service.

2. Tool B:

   • Address issues with inconsistent response times and varying levels of expertise.

   • Invest in improving support processes and training to enhance the quality of assistance provided.

Implementing these recommendations will ensure timely assistance and resolution of issues for users of both [Tool A] and [Tool B], ultimately enhancing customer satisfaction and loyalty.