The SPLC group’s desire was to validate theories of effective customer relationships through systematic and empirical research studies. To this end, several SPLC-participating organizations shared survey results on the topics of customer satisfaction, customer dissatisfaction, reducing customer dissatisfaction—and the rise in customer expectations of service providers. The group’s end objective was to define critical success factors for customer-driven companies.

Research demonstrated that developing a brief structured interview template for identifying the end-user customer requirements is not sophisticated enough for building a better OSS/BSS business case. However, researchers discovered that analyzing customer de-satisfiers can help come closer to a valuable answer.  TR130 is a summary of this research and subsequent findings.