Pointillist

JUNE 7, 2021

As we figure out what comes next in 2021 and beyond, one thing is certain: enterprises must advance their approaches, strategies and tactics to better understand customer behavior and deliver the experiences their customers demand. In this year’s survey, we sought to uncover what separates customer experience leaders from laggards.

Surveys 71

Surveys Management Journey mapping Customer centricity 71

Spearline

JANUARY 6, 2022

Inbound voice has actually seen an increase since 2014, according to the survey report “What Contact Centers Are Doing Right Now 2021 Edition” While the use of inbound voice has increased from 50% in 2014 to 54.9% in 2021, alternative “on the rise” channels have actually seen no drastic gains.

Call flow 122

Call flow Contact Center Benchmark contact center solutions 122

Nicereply

DECEMBER 15, 2020

As we close the books on 2020 and move into 2021, the one thing that we can know for sure is that customer experience is having a come up. Here are 25 stats that prove the importance of customer experience as we step into 2021. 2021 is your opportunity to rise to the occasion and start meeting those needs.

Customer retention 89

Customer retention Journey mapping Customer centricity Benchmark 89

delighted

FEBRUARY 9, 2021

One of the most common questions we get from our customers is: What type of survey response rate can I expect? When doing some research, you’ll see a wide range of numbers on what a “good” or “average” survey response rate is. What is a survey response rate? What is a good survey response rate?

Surveys 78

Surveys B2C B2B Feedback 78

C Space

JANUARY 18, 2021

Here are the five brands to watch to watch in 2021. Customer benchmark: #1 in Logistics; #27 Overall. So much so that logistics – which has traditionally been a lower quartile category in our benchmark, leaped into the top quartile – up there with highly emotive categories like beauty and automotive. billion (+13.4%

Benchmark 116

Benchmark Automotive Government Marketing 116

Comm100

AUGUST 31, 2021

To truly provide effective support via live chat, teams must look to benchmark data to understand how well they are performing, and where they can improve. Thankfully, with Comm100’s 2021 Live Chat Benchmark Report, analyzing 66 million live chats that passed through the Comm100 Platform in 2020, we can see: The key live chat benchmarks.

Benchmark 52

Benchmark Wait times Chatbots Customer centricity 52

ProProfs Blog

AUGUST 6, 2021

You can leverage automation techniques to create employee engagement surveys , forms , questionnaires , and take a deep dive into what makes your employees happy or unhappy at the workplace. We will explore the 20 best employee engagement software in 2021 and compare their features. Bonus Read: Employee Engagement Survey Questions.

Employee engagement 147

Employee engagement Surveys Feedback Analytics 147

Netomi

SEPTEMBER 4, 2021

In this post, we’re covering everything you need to know about customer satisfaction (CSAT) surveys, including: . Customer satisfaction surveys defined . Are these surveys still relevant? . Types of surveys . Customer satisfaction survey templates and examples. What is a Customer Satisfaction Survey?

Surveys 52

Surveys Benchmark Best practices Feedback 52

ChurnZero

JUNE 24, 2022

In our webinar, 2022 SaaS retention benchmarks , SaaS Capital Manager Director Rob Belcher shares the results from their 11th annual B2B SaaS benchmarking survey. It’s the largest survey of private SaaS companies in the world with over 1,500 responses. Be sure to bookmark it for easy reference.

Benchmark 52

Benchmark SaaS Metrics B2B 52

CSM Magazine

NOVEMBER 29, 2022

This fits the European trend; since 2021, email is the most used customer service contact channel of the European consumer. 43% of the ecommerce shops visited during this survey, offer chat as a contact channel on their website. Based on this survey, what should they focus on? Based on this survey, what should they focus on?

Benchmark 52

Benchmark Wait times Chatbots Customer Care 52

CustomerSuccessBox

JULY 19, 2021

These are Top Customer Success Statistics in 2021. As per a survey by SurveySparrow , although only 8% of the companies’ KPIs were NPS, 63.16% of companies use NPS as a success metric. An NPS is a method that uses a single survey question to gauge customer satisfaction with a product. Customer success is the top priority.

SaaS 52

SaaS Customer retention Surveys Chatbots 52

Uniphore

JUNE 22, 2021

So, put down that annual voice of the employee survey and get ready for unreal insights gleaned straight from the rants of real call center agents. You’ll see what we mean when you check out the videos and comics in Jacada’s Call Center Life: 2021 Edition. Jacada's Call Center Life: 2021 Edition.

Call Center 87

Call Center Entertainment Contact Center Benchmark 87

ChurnZero

MARCH 18, 2022

I would look at NPS in an annual NPS survey by buyer role. I could imagine doing a forecast off the surveys where you use the intent-to-renew survey to say, “We think your book of business at renewal is worth this, go beat that.” This question refers to survey results from KeyBanc Capital Markets.

SaaS 98

SaaS Metrics Surveys Enterprise 98

AWS Machine Learning

NOVEMBER 15, 2024

The data sources may include seismic surveys, well logs, core samples, geochemical analyses, and production histories, with some of it in industry-specific formats. What caused inflation in 2021? has 92% accuracy on the HumanEval code benchmark. What was the closing price of Amazon stock on January 1st, 2022?

APIs 117

APIs Engineering Chatbots Construction 117

Comm100

MAY 20, 2022

adults surveyed now say that they’re online “almost constantly”. Chat and Email Benchmarking Study, they found that “ chat is the highest-scoring channel by a wide margin ”. In 2021, the average live chat CSAT score stood at an impressive 84%. LIVE CHAT BENCHMARKS. The Internet has become part of daily life. 31% of U.S.

Wait times 95

Wait times Benchmark Sales Personalization 95

Spearline

NOVEMBER 24, 2021

A survey* in January 2021 by IDC noted, “global business leaders rate latency a higher priority than speed.” ” The survey also observed that “9 of 10 executives believe business success depends upon low latency.” Proactively measure and benchmark any delay. Latency matters.

voip 98

voip Telecommunications Transportation Call flow 98

ChurnZero

MARCH 31, 2023

If the vendor has been smart enough to collect aggregate data about how its customers use the product or service, it can also offer useful benchmark metrics to bolster that guidance.” The billing platform Recurly tracked 1,900 subscription services in 2021 and 2022 and found the average customer churn rate is 5.6%.

Benchmark 98

Benchmark B2B Accountability Consulting 98

Lumoa

JANUARY 11, 2022

Net Promoter Score is a benchmark for customer loyalty that tells how your customers understand your business and feel about it. NPS surveys or full NPS analytics? The question of “What should you invest in: survey or analytics?” Without a properly crafted customer survey, you would not get enough data. Promotoer.io

Surveys 97

Surveys Feedback Analytics Benchmark 97

ChurnZero

OCTOBER 28, 2021

Q&A Recap: 2021 Customer Success Leadership Study Results Revealed. To help us continue to learn and grow, ChurnZero, ESG, and Higher Logic, invited CS leaders to participate in a survey for the second year in a row, to share their experiences of where they fit within their organization and the influence they have.

Chief Customer Officer 52

Chief Customer Officer Metrics Finance Surveys 52

ChurnZero

DECEMBER 18, 2020

Hoping to shed light on the current state of Customer Success and its influence within B2B SaaS organizations, ChurnZero along with ESG and Higher Logic, invited Customer Success leaders to participate in a survey to learn more about the top initiatives and issues facing this function today. Every board meeting is going to suck.

Chief Customer Officer 87

Chief Customer Officer Finance SaaS Benchmark 87

ChurnZero

SEPTEMBER 8, 2022

The most common metric used by external education teams to measure the success of their training programs is customer satisfaction, with over 50% currently tracking CSAT scores, according to the 2022 Customer Education Benchmarks and Trends Report. Sara’s impact was recognized with a 2021 APPEALIE Customer Success Leader award.

Education 98

Education Benchmark Customer retention Metrics 98

Comm100

APRIL 28, 2021

CSAT, or your Customer Satisfaction Score, is one of the best benchmarks for determining how happy your customers are with the service they have just received. accompanied by a survey scale. CSAT surveys can also be sent to customers via email after a live chat experience. The reason why is simple: they will tell you directly.

Customer Support 58

Customer Support Abandon rate Benchmark Wait times 58

Comm100

MAY 31, 2021

Read our Live Chat Benchmark Report 2021 for more insight on AHT. Whenever possible, share the positive feedback that they’d received from customers, which you can easily collect with post-chat surveys. It will also help you staff shifts better. Get feedback from your agents.

Average Handle Time 98

Average Handle Time Metrics Feedback Benchmark 98

JivoChat

MARCH 25, 2021

Are you interested in the state of digital marketing in 2021? 22% of surveyed companies recorded a 5-10% increase in revenue because of live chat. (99 According to Comm100’s 2020 Live Chat Benchmark Report , the average wait time between a customer initiating a live chat request being connected with a rep was 46 seconds.

Wait times 52

Wait times Sales Scripts B2B 52

JivoChat

MARCH 25, 2021

Are you interested in the state of digital marketing in 2021? 22% of surveyed companies recorded a 5-10% increase in revenue because of live chat. (99 According to Comm100’s 2020 Live Chat Benchmark Report , the average wait time between a customer initiating a live chat request being connected with a rep was 46 seconds.

Wait times 52

Wait times Sales Scripts B2B 52

COPC

SEPTEMBER 26, 2022

These reports provide an unbiased overview of job satisfaction across all layers of the contact center, offering benchmarking possibilities,” said Ian Aitchison, COPC Inc. The study took place in 19 countries surveying more than 5,000 frontline staff and 900 non-frontline staff in varying roles. The survey occurred between Nov.

Employee engagement 52

Employee engagement Business Process Outsourcing Benchmark Contact Center 52

ChurnZero

JANUARY 11, 2024

We’ve conducted an annual survey of customer success leaders for four consecutive years. We thought it would be useful to go back through all of the reports and curate a neatly organized list of statistics the survey has gleaned around the customer success budget. Survey data on 2021 customer success budgets Economic context: The U.S.

SaaS 52

SaaS Benchmark Surveys Finance 52

Quality Contact Solutions

FEBRUARY 26, 2021

Aurora, NE (February 23, 2021) Quality Contact Solutions has hired A-LIGN ASSURANCE, a third party independent audit firm to perform a SOC 2 audit. SOC 2 Type 1 certification will be completed by June 2021. SOC 2 Type II certification is expected to be completed by October 2021. and compliance professionals. “SOC

Telemarketing 52

Telemarketing B2C outsourcing Benchmark 52

C Space

FEBRUARY 2, 2021

In fact, our benchmark data shows that pessimism has a distorting effect on brand perception – with pessimistic customers much more likely to change their view of a brand (and their buying behaviour) if they think it doesn’t “do right”, than optimists. Customer Now 2021. Which brands are set up to succeed in 2021?

Benchmark 52

Benchmark Government Education Metrics 52

CustomerSuccessBox

DECEMBER 9, 2021

2021 passed away like a breeze but along with came a lot of lessons. In 2021, 91% of CS professionals stated their teams increased team numbers over the year. In a recent survey, 94% of the CS professionals rated churn reduction to be the highest priority. The Customer Success KPI benchmarks for companies.

SaaS 52

SaaS Benchmark Customer advocacy Upselling 52

CSM Magazine

OCTOBER 4, 2022

Verint’s recent survey of more than 5,000 consumers across Gen Z, Millennials, Gen X and Baby Boomer demographics shows that customer satisfaction scores have fallen for the majority of the 20 banks in our benchmark. Average NPS ratings are also lower than pre-pandemic levels with the goodwill afforded to banks during this time ending.

Banking 52

Banking Customer Experience Benchmark Finance 52

ChurnZero

OCTOBER 22, 2021

satisfaction (is the customer a NPS Promoter or score highly on other satisfaction surveys?), Key Takeaways on Retention Benchmarks for SaaS Companies – Discover how private SaaS companies are doing in terms of retention, and the impact that it has on funding.

Customer advocacy 96

Customer advocacy SaaS Benchmark Healthcare 96

aircall

JANUARY 5, 2022

According to a TalentLMS and a Workable survey, 72% of technology professionals are thinking about quitting their job over the next 12 months. In its 2021 Employee Experience survey, Willis Towers Watson found 40% of firms believe the pandemic had a negative impact on employee engagement. How to Retain Top Tech Talent.

Employee engagement 62

Employee engagement Benchmark Surveys Education 62

Education Services Group

JANUARY 19, 2021

According to TSIA’s The State of the Technology Industry 2021 , COVID-19 has accelerated technology business trends that were already uprooting traditional business models. Benchmarking the blastoff. 50% of survey participants said that CS owns the customer renewal, and 42% said CS owns expansion. Indicators of a bright future.

Finance 52

Finance SaaS Benchmark Surveys 52

CSM Magazine

SEPTEMBER 15, 2021

Based on analysis of actual spend data, rather than surveyed data, the white paper offers unique retail insight from open banking data in the ongoing battle for consumers’ time, attention and loyalty. The selection of customers span the UK, 27% are based in London and 50% of customers are aged between 26 and 42.

Banking 52

Banking Benchmark Surveys Accountability 52

ChurnZero

MARCH 18, 2022

The Q&A portion of the webinar further explored commonly misused metrics, benchmarks, and measurement practices in Customer Success and SaaS. I would look at NPS in an annual NPS survey by buyer role. Source: 2021 SaaS Survey Results from KeyBanc Capital Markets You Mon: I will say that on paper it does not look great.

SaaS 52

SaaS Metrics Surveys Enterprise 52

ChurnZero

MAY 7, 2021

A [Bora]: Some of the easiest automations we have built-in are follow-ups to customer satisfaction surveys like NPS, CES, and CSAT. If we have defined what a healthy customer looks like and the specific milestones they should achieve at certain points in time, I might say, “Hey, customer, it’s the 90-day mark, here are your benchmarks.

Benchmark 59

Benchmark Metrics CRM B2B 59