Citrix chief executive Mark Templeton has apologised to customers and vowed to improve the company's product offerings and customer support.
The firm's quarterly survey of customer satisfaction saw a fall in support for the first quarter of 2002, although it began rising again in the second quarter.
"We know we weren't doing a good job, particularly in licensing and customer support," said Templeton in his opening address to the company's iForum conference in Florida.
"We're not going to be satisfied until the rating is up to 100 per cent."
However, in a later press conference Templeton blamed the economy, suggesting that people could not properly answer the question of satisfaction with the background of the slump and the events of 11 September last year.
Since the disappointing satisfaction figures were announced, the company has reorganised its customer service centre, hired more staff and centralised its contact points.
It now has a target of answering 85 per cent of calls within 30 seconds, and has improved the web tools available for users to download new feature packs.
Overall, customers interviewed by vnunet.com seemed happy with the Citrix product range.
"We're running a small user system and it works just fine," said Dan Elsen, staff project engineer at Lockheed Martin.
"Our mobile users have no problems and we're looking to expand. Mind you, we haven't been hit as badly by the downturn."
Templeton is bullish about the prospects for IT spending. In a year during which many technology shows were either cancelled or downsized, the iForum saw an increase in the numbers of attendees over last year.
He also cited the results of a McKinsey survey which forecast a rise in spending of around four per cent for the next three years.
The report said that spending rose by an average of 12 per cent from 1981 to 1998. But for 1999 and 2000 it shot up 24 per cent.
The rise was partly to do with solving Y2K issues, but also the installation of new systems that didn't have a clearly defined business case.
This resulted in a $240m (£154m) overspend which is causing the current sluggish spending patterns.
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