HDI Industry Benchmark Report - Retail

The 2010 HDI survey results from the retail sector show a glimmer of hope for IT support centers in this “do more with less” climate. Instead of a collapse in service/help desk support due to the economic challenges, the data reports that 76% of retail support centers experienced an increase in the number of incidents.

Continuing to meet client demand with outstanding support requires continuous optimization and ongoing scrutiny of best practices and benchmarks to ensure that retail IT support organizations continue to play a strategic role long into the future. The findings of this report suggest that while KPIs for support centers in the retail industry either meet or exceed averages across all industries, they have a significant opportunity for leadership and innovation with both their processes and technology.

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