Issue: PC OnCall, (http://www.pconcall.com/) a mobile computer repair/upgrade service, needed to understand customer satisfaction with current services, and customers' propensity to use those services again.   Results: PC OnCall redesigned the intake process, improved their focus on customer service, revamped their pricing structure, and increased efforts to build their database and begin one-to-one marketing, based on findings. PC OnCall re-examined priority of current customer groups to place more emphasis against business users.   Process: Conducted individual, in-depth interviews with 45 customers, split between home, home business and business customers. Monitored intake process.