PeopleMetrics

JANUARY 21, 2025

As I wrote in Listen or Die in 2017, NPS is simple, powerful, and universally understooda trusted measure of how well youre building loyalty among your customers. And because its widely used, you can benchmark your score against competitors to see how you stack up. However, NPS isnt perfect.

Metrics 118

Metrics Benchmark SaaS Analytics 118

Aspect

OCTOBER 19, 2017

It feels like just yesterday we were standing on stage in Orlando announcing the 1 st annual Aspect Contact Center Benchmark (if you missed it here’s the press release ). Once we get your results we will develop a customized report and you will receive a copy of our 2017 Contact Center Benchmark Report.

Benchmark 85

Benchmark Interactive Voice Response Gamification Contact Center 85

Fonolo

DECEMBER 6, 2017

At the end of every year, we analyze data collected by onholdwith.com to expose the worst hold time offenders for the year, and today, we’re ready to reveal the results compiled from 2017. So, who was the worst company to call in 2017? This year, Apple has been dethroned (although the company still remains on the worst offenders list).

Airlines 0

Airlines Telecommunications Benchmark Call Center 0

Beyond Philosophy

FEBRUARY 19, 2019

Baker Retailing Center from 2011 to 2017, where she witnessed retail chaos firsthand. If you want to benchmark your organization’s performance in the new world of behavioral economics against other companies, take our short questionnaire. During her tenure, Kahn asked retailers to describe their idea of a great retailer.

Benchmark 356

Benchmark Marketing Customer Experience Consulting 356

CustomerGauge

AUGUST 30, 2017

Check out everything you missed this August 2017 at CustomerGauge with a quick round up of major content from this month. The post CustomerGauge Monthly: Monetized Net Promoter® eBooks, NPS® Benchmarks, and More appeared first on CustomerGauge.

Benchmark 87

Benchmark Feedback 87

ShepHyken

JULY 31, 2017

NPS Benchmarks) Today, we will explore some the most prominent technology brands and their Net Promoter® Score achievements. My Comment: My friends at CustomerGauge have come out with another NPS (Net Promoter Score) post featuring benchmarks from the Tech industry. Sit tight and enjoy the ride!

Customer Service 134

Customer Service SaaS Benchmark Technology 134

CSM Magazine

MARCH 25, 2025

Since launching in 2017, Disrupt has become the must-attend event for CX innovators, consistently attracting around 1000 decision-makers to its annual London event and its sister event in Madrid. Sabio is also looking at extending its programme even further with more European locations currently being assessed.

Benchmark 52

Benchmark Enterprise Technology Management 52

PeopleMetrics

FEBRUARY 27, 2025

This was true in 2017 when I wrote Listen or Die and is still true in 2025. Automated Competitive Benchmarking Relationship surveys often include a competitive comparison section, but traditional benchmarking has been slow and limited by sample sizes. Starting a VoC program can feel overwhelming.

Surveys 62

Surveys Benchmark Wait times Self service 62

Customer Experience Matters

OCTOBER 2, 2017

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2017. Here are the highlights from this benchmark: With an NPS of 66, USAA’s insurance business earned the highest score in Read More.

Benchmark 44

Benchmark Surveys Analytics Metrics 44

Customer Experience Matters

SEPTEMBER 11, 2017

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2017. We also compared overall results to our benchmarks from the previous five years. Here’s the executive summary: For the sixth year in a row, we looked at the correlation between NPS and loyalty for technology vendors.

Benchmark 89

Benchmark B2B Surveys Feedback 89

ShepHyken

JULY 16, 2018

CustomerGauge) n 2017–2018, CustomerGauge collaborated with MIT CISR for their NPS® & CX Benchmarks Survey which surveyed 468 companies to assess Net Promoter® and customer experience strategies and practices across industries. This article is a simple reminder of the importance of creating repeat business.

Customer Service 40

Customer Service Benchmark Surveys Feedback 40

Customer Experience Matters

JULY 24, 2017

In our Q1 2017 UK consumer benchmark study, we asked 5,000 UK consumers to provide Net Promoter® Score (NPS®) ratings for the companies that they had interacted with during the previous 90 days. We used that data to create an NPS benchmark of 157 companies across 16 industries. NPS benchmark study.

Benchmark 40

Benchmark Transportation Banking Customer Experience 40

Customer Experience Matters

NOVEMBER 13, 2017

We just published a Temkin Group report 2017 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 58 large tech vendors based on a survey of 800 IT decision makers from large North American firms. The post Report: 2017 Temkin Experience Ratings of Tech Vendors appeared first on Customer Experience Matters®.

Surveys 75

Surveys Customer Experience Technology Benchmark 75

Customer Experience Matters

JANUARY 23, 2018

We just published a Temkin Group data snapshot, Channel Preferences Benchmark, 2018. Here’s the executive summary: In Q3 2017, we surveyed 10,000 U.S. Here are previous benchmarks from 2016, 2015, and Read More. The post Report: Channel Preferences Benchmark, 2018 appeared first on Customer Experience Matters®.

Benchmark 51

Benchmark Surveys Customer Experience 51

Comm100

JANUARY 7, 2020

Live chat has evolved considerably since this benchmark report first appeared four years ago, growing into a mature customer communication channel. At the close of every year our data team puts their heads together to bring you our annual Live Chat Benchmark Report. Free Download: Live Chat Benchmark Report 2020. Download Now.

Benchmark 58

Benchmark Wait times Chatbots First call resolution 58

Customer Experience Matters

AUGUST 14, 2017

Temkin Group published the 2017 Temkin Online Ratings. consumers, the ratings benchmarks the online experience delivered by 282 companies across 20 industries. Based on a study of 10,000 U.S USAA took the top two spots for its banking and insurance businesses, and its credit card business tied for 4th.

Benchmark 63

Benchmark Banking Customer Experience 63

Spearline

JANUARY 23, 2018

2017 has also seen us double our unmatched database of tests from which we benchmark our customers’ call quality. This one stop platform allows manual tests to be automated at the click of a button, allowing you to test frequently failing numbers as identified by your team. We have completed over 50 million tests to date.

Benchmark 65

Benchmark Interactive Voice Response Technology Feedback 65

Customer Experience Matters

NOVEMBER 20, 2017

In our Q1 2017 UK consumer benchmark study, we asked 5,000 UK consumers to rate their loyalty with the companies that they had interacted with during the previous 90 days. The post Dataset: 2017 Temkin Loyalty Index, UK appeared first on Customer Experience Matters®.

Benchmark 53

Benchmark Customer Experience 53

Comm100

MARCH 4, 2021

Our annual live chat benchmark report reveals the answers to these questions, pulling from over 66 million chat interactions. Read on for the key takeaways from the 2021 live chat benchmark report, then download the full report below for free with access to hundreds of data points, including the trends from 2020 and predictions for 2021.

Benchmark 54

Benchmark Best practices Metrics Customer Support 54

Fonolo

OCTOBER 17, 2017

On Thursday, November 2nd, 2017 at Pearson Convention Centre in Brampton, Ontario, GTACC will bring together call center professionals from across the country. Understanding Industry Benchmarks. In this handy playbook, contact center leaders will learn the ins and outs of improving customer satisfaction. Know What Makes Customers Tick.

Abandon rate 57

Abandon rate call center professionals Contact Center Benchmark 57

RichCall

SEPTEMBER 13, 2017

Check out what recent reports and experts suggest, and take part in a contact center benchmarking survey to get more accurate data on the current contact center trends. Global Contact Centre Benchmarking Report, Dimension Data 2017. Dimension Data’s 2016 Global Contact Centre Benchmarking Report, © Dimension Data 2013-2016.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

CX Global Media

SEPTEMBER 17, 2018

They Avoid Benchmarking: High-performing contact center leaders do not waste a lot of time benchmarking their contact center performance. They mine and interpret the data to spot indicators and trends that reveal when empathy and customer value is in jeopardy – and they act on it. They strive for differentiation.

Contact Center 113

Contact Center Benchmark Surveys Coaching 113

Comm100

JANUARY 29, 2024

Each year, Comm100 produces its annual live chat performance benchmark report that reveals exclusive and essential data points – and this year is no different. Chat duration takes a tumble 2023 has seen chat curation fall to its shortest time since 2017. Download all the data for free in the link above.

Benchmark 52

Benchmark Wait times Personalization Customer Service 52

COPC

APRIL 3, 2018

Key Insights from the 2017 Corporate Survey include: Only 50% of respondents answered “Yes” when asked, “Is your company’s leadership fully committed to a customer-first strategy?”. At the site, you can also find complimentary digital copies of CXMB Series reports from years prior to 2017. About the CXMB Series.

Benchmark 40

Benchmark Customer Experience Management Chatbots 40

Customer Experience Matters

OCTOBER 17, 2017

We just published a Temkin Group report, State of Voice of the Customer Programs, 2017. Here’s the executive summary: For the seventh straight year, Temkin Group has benchmarked the competency and maturity levels of voice of the customer (VoC) programs within large organizations. We Read More.

Benchmark 50

Benchmark Surveys 50

HGS

SEPTEMBER 6, 2017

Hospital and health system leaders should evaluate the potential for adapting value-based principles to the patient contact center, and move beyond the quantitative benchmarks as a measure of their efficacy. Rather than leaning on legacy benchmarks, the modern contact center should be value-based (i.e., Wed, 09/06/2017 - 12:52.

Contact Center 113

Contact Center Healthcare Benchmark Airlines 113

Comm100

DECEMBER 22, 2016

But no matter where you stand at the end of the year, every team is wondering the same thing: what will 2017 bring? We’ll be looking at the following trends in customer service for 2017: Omni-channel will gain more traction as a customer support strategy and replace its predecessor, multi-channel. consumers and 70% of U.K.

Customer Service 43

Customer Service Benchmark Multichannel Airlines 43

Customer Experience Matters

JUNE 20, 2017

Temkin Group announces the release of the 2017 Temkin Customer Service Ratings. consumers, the ratings benchmarks the customer service of 295 companies across 20 industries. Based on a study of 10,000 U.S USAA earned the highest score in the Temkin Customer Service Ratings for the fifth year in a row.

Customer Service 49

Customer Service Benchmark Banking 49

DMG Consulting

MARCH 15, 2017

Consumers Channel of Choice – A Multi-generational Benchmark Study of Consumer Channel Preferences (whitepaper). DMG Consulting LLC has conducted a worldwide consumer benchmark study to identify consumer channel preferences for interacting with businesses. By Donna Fluss.

Benchmark 48

Benchmark Consulting Consulting Surveys 48

Amity

JANUARY 6, 2017

I can tap into customer data to identify benchmarking metrics and benchmarks across similar customers, too. This is where benchmarking with your own customer data can help. When I recognize this, I’ll ask if they would like my perspectives and insights on their goals, based on my experience with other similar customers.

Benchmark 70

Benchmark Sales Metrics Feedback 70

Provide Support

MAY 23, 2017

2017 Customer Service Benchmark Report by SuperOffice proves that the things which companies fail to do in order to meet customer expectations for a good customer service remain quite obvious and basic. © 2003 - 2017 Provide Support LLC. . © 2003 - 2017 Provide Support LLC. Published in Provide Support Blog , 2017.

Customer Service 69

Customer Service Benchmark Marketing Best practices 69

Totango

AUGUST 23, 2017

Customer Success Summit is the industry-leading conference on customer success because it brings together experienced customer success professionals and industry thought-leaders, as well as research institutes for industry benchmarking. To that end, one of the keynotes from #CSSummit17 was Thomas E. What will these organizations look like?

Customer centricity 66

Customer centricity Benchmark Education Analytics 66

Fonolo

SEPTEMBER 13, 2017

Andy N (@Mr603) August 31, 2017. Eddie McSugarNutts (@EddieMcSugarnut) August 23, 2017. Stacy Anzick (@StacyAnzick) September 4, 2017. Mark Summers (@marksummers24) September 8, 2017. BetTheTurner) August 16, 2017. Grant Susse (@grantsusse) September 5, 2017. meg (@whatmegsaid) August 2, 2017.

Contact Center 150

Contact Center Benchmark Wait times Call Center 150

CustomerGauge

APRIL 20, 2017

We’re thrilled to announce the release of our 2017 NPS® and CX Benchmark Survey, made in collaboration with MIT CISR! In honor of this release, we’re launching a series of blog posts, aptly named, “Know Your… ”, to promote CX and NPS best practices. This week it’s all about surveys.

Surveys 72

Surveys Marketing Benchmark Best practices 72

Customer Experience Matters

FEBRUARY 26, 2018

pdf format Here are links to the research referenced in the infographic: Employee Engagement Competency & Maturity, 2017 Employee Engagement Benchmark Study, 2017. poster: in .jpg jpg format, in .pdf The post Employee Engagement: A Goldmine of Untapped Value (Infographic) appeared first on Customer Experience Matters®.

Employee engagement 72

Employee engagement Benchmark Customer centricity Customer Experience 72

Customer Experience Matters

JUNE 12, 2017

This year we’re publishing the 2017 Temkin Forgiveness Ratings, UK, which evaluates 157 companies across 16 industries based on a survey of 5,000 […]. Every organization makes some mistakes, so an important area of loyalty is the willingness of customers to forgive them.

Surveys 53

Surveys Benchmark Customer Experience 53

Talkdesk

MAY 31, 2017

Following the success of Opentalk 2017, the entire Talkdesk team has been hard at work preparing this month’s exciting product release. Beginning in May 2017, Talkdesk users can enjoy the following features: Open Beta: Talkdesk Sentiment in Salesforce. The post May 2017 Product Release appeared first on Talkdesk.

APIs 40

APIs Call Center Enterprise Benchmark 40