2017 Customer retention industry standards 
Fonolo
JANUARY 20, 2022
Not only do they better engage call center agents and improve customer satisfaction, they also allow companies to save on costs through smaller office spaces and therefore, lower rents and utilities. The introduction of the hybrid model led many to conclude that remote work would become the new industry standard.
Lumoa
FEBRUARY 9, 2023
It involves measuring customer effort on customer service interactions, such as the number of customer emails received, the length of customer wait times, and the number of customer complaints. “It’s every contact the customer has with your people, your product, and the way it is delivered.
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Pointillist
NOVEMBER 11, 2019
—International Customer Management Institute (ICMI) How Do I Measure My First Call Resolution? Despite this widespread adoption, there is not one industry-standard way to collect data. You need to recognize that customers view contact with a service center as an escalation. Source: 2017 HDI Metric of the Month.
Lumoa
MARCH 20, 2018
"It’s every contact the customer has with your people, your product and the way it is delivered. According to Temkin Experience Ratings (2017) , there are four key competencies businesses must sustain to achieve long-lasting customer experience success. Compare your score to industry standards (by region, country, industry).
Stratifyd
JUNE 13, 2019
Most customers choose their team and stick with it. To prove my point, between January 2016 and December 2017 , Android customer retention was between 89% and 91%, compared to Apple, which was between 85% and 88%. I also wondered where allegiances lied in the Stratifyd office. To find out, I took to Slack.
REVE Chat Blog
MARCH 11, 2020
customer service interactions via legacy channels like phone and email fell by 7% over the course of 2016 and 2017.” . Econsultancy report says, “79% of customers say that they prefer live chat because of the immediacy it provides”. As per Business Insider , “In the U.S.,
Lumoa
MARCH 20, 2018
"It’s every contact the customer has with your people, your product and the way it is delivered. According to Temkin Experience Ratings (2017) , there are four key competencies businesses must sustain to achieve long-lasting customer experience success. Compare your score to industry standards (by region, country, industry).
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