The graphic on the right side of this page displays the results of Harvard’s survey specific to satisfaction levels of both customers with service contracts and customers without service contracts.

Notice that customers with a service contract yielded a higher rating (4.2) than customers without a service contract. In fact, customers are 40% more likely to remain loyal to a reseller if they are satisfied with the reseller.

The survey also found that the slightest increase in customer satisfaction yielded three to four times the return on customer loyalty. Customers who were satisfied with their existing resellers were much less inclined to consider another vendor’s products than those who were not satisfied with their current reseller’s services.