The critical importance of tech provider service and support

This article covers the top 10 questions to ask potential technology providers during the selection process, why each question matters, and how to evaluate and compare provider responses.

Existing client satisfaction

Question : Can you provide survey data on current clients’ satisfaction with your service and support? 
Why it’s important : Client dissatisfaction is one of the most common drivers for switching technology providers. Understanding your provider’s performance in this area is essential. 
Evaluating the answers : Look for evidence of a strong commitment to client satisfaction and continuous improvement. This is typically demonstrated by a comprehensive process for surveying client feedback. A high volume of survey data and high satisfaction scores are key indicators of a provider’s reliability and engagement quality.

Support case resolution

Question : Please provide the results of any surveys or feedback requests sent to clients following a support case. In addition, include the average case resolution time and the range or dispersion of resolution times for the most recent three-month period. 
Why it’s important : Substandard or slow resolution times can create cascading issues for your members—eroding trust, damaging your brand, and diminishing loyalty. 
Evaluating the answers : Compare both the resolution time metrics and feedback scores across the providers in your RFP process. Togher, these measures provide a strong indicator of each provider’s service culture, responsiveness, and commitment to delivering high-quality service.

Direct communication

Question : Please describe your communication process for raising issues. Do clients have direct access to their representative, or are all interactions initiated by ticketing? 
Why it’s important : The inability to communicate effectively and directly with a representative—especially explaining nuanced or complex issues—can lead to misunderstandings, delays, and significant losses of time and resources. 
Evaluating the answers : Look for providers you’re able to communicate with directly, rather than relying exclusively on a ticketing system. If tickets are required, assess if you’re able to speak with someone first to ensure clarity before the ticket is initiated. This flexibility often reflects a more responsive and client-focused service culture.  

Communication frequency

Question : What’s the cadence of communication with the strategic representative? 
Why it’s important : Infrequent or irregular contact with strategic representatives can result in a buildup of problems or missed opportunities to enhance service. 
Evaluating the answers : Aim for a consistent, proactive communication cadence with your strategic representative. Ideally, this should occur at least monthly, or more frequently if your provider allows you to tailor the schedule to fit your needs.

Representative tenure

Question : What’s the average tenure of your client relationship managers (CRMs), customer service representatives (CSRs), or equivalent? Please include the number of representatives that have between five and 10 years of experience. 
Why it’s important : Experience matters. Inexperienced representatives can cause errors and delays in both conversion projects and issue resolutions. 
Evaluating the answers : Review the data for signs of high turnover, as this may indicate a large number of inexperienced representatives. High turnover often signals deeper issues—such as cultural challenges in the workplace or financial instability—which can lead to staff reductions.

Client-to-representative ratio

Question : What’s the client-to-representative ratio? 
Why it’s important : From a service and support perspective, a high client-to-representative ratio will dilute the attention that each client receives from their representative. 
Evaluating the answers : Look for a comparatively low client-to-representative ratio. This suggests a client-focused approach and ensures you get the service and support you need.

Client tenure

Question : What’s the average tenure of your client base for this solution? Of those, if applicable, what’s the number or percentage of clients that have been with you for more than 10 years?  
Why it’s important : Client turnover suggests potential issues with the provider. With survey data suggesting that service, support, and relationships are key components of decisions to change core providers, client turnover may suggest issues in those areas. 
Evaluating the answers : Compare client tenure rates to indicate which firm has the highest client satisfaction. If a provider has clients—particularly core clients—that have stayed for 10 to 20 years, it indicates deep satisfaction and an excellent service and support culture.

Support team structure

Question : What would our relationship team structure look like for this solution? Which roles will be assigned to support the relationship? 
Why it’s important : A lack of clarity concerning support team structure, the roles of each member of that team, and a clearly defined escalation path can cause confusion and delays during both conversion and issue resolution events. 
Evaluating the answers : Look for a mature, sophisticated, and comprehensive team structure that includes different specialists, like representatives for fraud, strategy, and products, and well as an executive sponsor, to meet specific requirements.

Advisory group participation

Question : Do you offer advisory group participation? If so, please describe the program and how it works. 
Why it’s important : A lack of client-participatory advisory groups may indicate an absence of responsiveness to client input. An active advisory group offers a crucial conduit for feedback that helps keep a provider aligned with your needs and goals. 
Evaluating the answers : Seek providers with active advisory councils and representatives from 10 to 12 clients of different sizes, tenures, and types to ensure diversity of perspectives.

Independent user groups

Question : Do you have independent client user groups? If so, what is your level of participation? How do you collaborate with this group? 
Why it’s important : A lack of independent user groups that have a positive working relationship with their tech provider can indicate potential problems with the support culture of the provider. Collaborative communication between independent groups and the provider can head off problems before they become serious and help align strategy between providers and clients. 
Evaluating the answers : Look for independent, regional, or market segment user groups that actively collaborate with the provider.

Explore resources and insights that cover the critical role of service and support, and delve further into how to effectively evaluate prospective providers. 
 

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