ProProfs Blog

DECEMBER 21, 2020

Reducing customer churn is impossible if you don’t have access to the right insights to analyze and use as a benchmark. Post-chat survey feedback. With post-chat survey feedback , you can understand customer mindset and what factors lead them to switch from your brand. Share case studies regularly. Let’s dive in!

Surveys 148

Surveys Benchmark Feedback Sales 148

delighted

OCTOBER 22, 2019

While there are many reasons and methods to measure customer experience (CX), keeping tabs on the perception of your customers via the Net Promoter methodology can be incredibly valuable for benchmarking the health of your business. Promoters are those who answer 9 or 10 on an NPS survey. What is NPS? How is it measured?

Benchmark 41

Benchmark Surveys Feedback Customer retention 41

Outsource Consultants

MARCH 21, 2025

Use Case: B2B sales teams, SaaS demos, consultative selling. Market Research & Surveys Outbound agents collect customer feedback, conduct satisfaction surveys, and perform voice-of-customer interviews. Use Case: Post-sale surveys, NPS tracking, competitive research. Tip: Ask for case studies in your industry.

Call Center 67

Call Center Healthcare outsourcing Telemarketing 67

Calabrio

MARCH 5, 2025

VoC-specific educational initiatives for your business may include VoC workshops with experts, case study analysis, and VoC tools or platform training. Benchmark against competitors To gain a competitive edge, it’s essential to benchmark your VoC program against others in your industry.

Best practices 40

Best practices Benchmark First call resolution Contact Center 40

ChurnZero

MARCH 31, 2023

Case studies have shown loyal customers spend more— up to six times more —over the customer lifetime. 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.” This isn’t merely a theory.

Benchmark 98

Benchmark B2B Accountability Consulting 98

NICE inContact

JANUARY 11, 2019

Data from the recently published NICE inContact 2018 CX Transformation Benchmark Study offers up-to-the-minute insights. If so, register to listen to a replay of the webinar – which includes a quality management case study. The post How are Omnichannel and Artificial Intelligence Changing Quality Management?

Quality management 18

Quality management Management Average Handle Time Chatbots 18

Satrix Solutions

SEPTEMBER 8, 2020

The marketing team oversees the Net Promoter Score survey program as one of the key performance indicators used to guide strategic investments and establish the impact of marketing spend. I previously authored this article on how to ensure customer survey data quality. Competitive Benchmarking Study. I’ll outline why.

Marketing 78

Marketing Customer Experience Benchmark B2B 78

ChurnZero

OCTOBER 22, 2021

satisfaction (is the customer a NPS Promoter or score highly on other satisfaction surveys?), To encourage internal participation, Nicole suggests incentivizing your CSMs by giving them a small stipend for each of customer who agrees to participate in a case study, act as a reference, and so on.

Customer advocacy 96

Customer advocacy SaaS Benchmark Healthcare 96

PeopleMetrics

FEBRUARY 26, 2018

It has become all too common for B2B SaaS companies to survey their customers once a year through a moment-in-time customer relationship survey, with at least one section addressing the ultimate question of Net Promoter Score (NPS). Some SaaS companies like Asana use in-app NPS survey feedback to A/B test product versions.

SaaS 96

SaaS Feedback Surveys B2B 96

NobelBiz

DECEMBER 19, 2023

The industry benchmark for supervisor escalation is 10% or less . Read the case study or watch the video ! According to a recent survey by McKinsey , one-third of the respondents say their organizations are using generative AI regularly in at least one business function.

Call Center 105

Call Center Management Contact Center Wait times 105

Totango

MARCH 5, 2021

Second , you can use your current CRR as a baseline to set goals and benchmarks for improvement. Start by demonstrating the value of your product early in the customer journey by offering case studies and testimonials. When you monitor your CRR, you can measure exactly how well you’re doing at retaining repeat customers.

Customer retention 92

Customer retention Upselling Enterprise Benchmark 92

Fonolo

APRIL 17, 2019

research firm that surveys 20 million global travelers yearly. This certified airline rating system is recognized as an industry benchmark of airline standards in airport and cabin staff services’ onboard products; and business-class lounge offerings. Successful case studies. Plus, so much more!

Airlines 78

Airlines Transportation Contact Center Self service 78

Answer Dash

OCTOBER 15, 2018

Appropriately, the 2018 Demand Gen Benchmarks Report found that 70 percent of marketers say their demand-generation budgets are growing, and a third of them said they will grow by more than 20 percent. The Demand Gen Benchmark report found that 49 percent of respondents identified account-based tools as a top priority.

B2B 76

B2B Marketing Customer Experience Benchmark 76

Outsource Consultants

APRIL 2, 2025

Now, let’s examine how to effectively assess call center performance through key metrics and benchmarks. A Zendesk survey revealed that more than 50 percent of customers will switch to a competitor after multiple bad experiences, underscoring the importance of quality service in driving long-term business value.

Call Center 67

Call Center First call resolution Average Handle Time outsourcing 67

Customer Relationship Metrics

MAY 17, 2017

Seeking your answers in benchmarking reports seems like an easy way to get some reassurance, but I warn you against it. More details about the quality monitoring case study are available for review. The entire call center industry is crippled by this problem. “The entire call center industry is crippled by this problem.”

Benchmark 85

Benchmark Call Center Coaching Feedback 85

Totango

JUNE 23, 2020

Regularly Survey Customers. Strong scores could encourage you to take action in the form of upsell, cross-sell, and expansion campaigns , or by developing a customer case study or asking the customer to speak at an event. Send NPS surveys to customers by segment. Regularly Survey Customers. Turn Data into Actions.

Best practices 62

Best practices Brand ambassadors Surveys Enterprise 62

Playvox

JUNE 6, 2023

In a recent Forbes survey, CXOs overwhelmingly believe improving CX is “the number one growth factor. ” The survey findings list three strategies for improving CX: Invest in upskilling employees for the digital world, including contact center agents, to develop and retain talent. What are the biggest risks?

Contact Center 66

Contact Center Finance contact center solutions Contact center software 66

Amity

JANUARY 13, 2016

• Benchmarks for Customer Success. For some departments measuring success using external benchmarks is an effective way to get ahead of your competition. Instead, the use of internal benchmarks is a much more for effective way to improve satisfaction within your accounts. Survey them. ' as a fill-in-the blank."

Benchmark 48

Benchmark SaaS Surveys Metrics 48

Comm100

MARCH 28, 2019

A Genesys Global Survey has shown that by far the most requested customer service improvement from customers is “Better Human Service”. A customer who selects in a pre-chat survey that they have an issue with a product, or that they wish to complain, could be given a higher priority than customers with general questions. Download Now.

Benchmark 67

Benchmark Average Handle Time Best practices Surveys 67

Customer Relationship Metrics

MAY 12, 2017

In review of the case study below, you may see your center and further understand the reason for constant scrutiny. But, that is not usually the case and it’s not very surprising when you think about an effective external quality monitoring (eQM) program that uses a post-call survey. And see the path to ending it.

Best practices 62

Best practices Call Center Inbound sales First call resolution 62

ChurnZero

NOVEMBER 20, 2020

Q: What customer activity do you use to trigger a survey? But I’m tracking that, and I’m generating automated [messages] – not surveys – but I’m saying, “Hey, did you know this is the benchmark for customers in your industry and of your size? You have reviews powering new prospects coming on board. .

Finance 98

Finance Feedback Sales Accountability 98

COPC

AUGUST 10, 2016

will moderate a select group of industry leaders for an engaging and entertaining exploration of key findings from the 2016 Consumer Edition of the Customer Experience Management Benchmark (CXMB) Series. The CXMB Series, a survey collaboration between Execs In The Know and COPC Inc., and a case study of a large U.S.-based

Journey mapping 40

Journey mapping Benchmark Entertainment Airlines 40

ChurnZero

SEPTEMBER 29, 2023

Industry and product benchmark achievements: Customers want to know what other customers who share the same attributes are doing and how they stack up against them. Praise customers whenever they reach or exceed a benchmark set by the broader industry or relevant customer cohorts within your company.

Benchmark 52

Benchmark Feedback Surveys Best practices 52

RichCall

MARCH 21, 2018

We also ran a survey about which channels and approaches the companies are using, and which ones they are going to use – here are the results from the 28 responses we got. wait and see for its use cases, case studies and results. Back in September we’ve combined the trends in contact centers for 2017.

Technology 45

Technology Benchmark Contact Center Surveys 45

Fonolo

JUNE 9, 2014

A recent report by Natterbox, NICE InContact, Jabra, and Serenova that surveyed 250 contact centers found that there are, in fact, a wide range of service levels in use today, ranging from 50/40 to 100/180. Here’s a great case study on a company that reduced abandonment rate: First Service Credit Union.

Service level 96

Service level Call Center Abandon rate Metrics 96

Outsource Consultants

JANUARY 8, 2025

A study by Deloitte revealed that two years ago, 70% of surveyed executives indicated cost was a primary reason for outsourcing. The right partner should provide case studies and references that showcase their ability to meet your specific objectives. Use industry benchmarks to guide your goal-setting process.

Call Center 67

Call Center outsourcing Business Process Outsourcing Average Handle Time 67

Balto

NOVEMBER 8, 2022

Data collection for calculating the CSAT is usually done with an after-call survey that prompts customers to rate the support they received on a five-point scale. Here’s an example of a five-point scale customer satisfaction survey: 1-star: Highly unsatisfied 2-star: Unsatisfied 3-star: Neutral 4-star: Satisfied 5-star: Highly satisfied.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Clarabridge

JUNE 13, 2017

Land: Dorel Juvenile, like other consumer goods companies, leveraged various resources for consumer insights, including call center data, retail visits, benchmarking, and traditional customer surveys; but, we found that: The number of product reviews were increasing rapidly. Check out the case study here !

Benchmark 40

Benchmark APIs Sales Call Center 40

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

ChurnZero

JULY 9, 2020

We send registrants a survey with a topic list and create the agenda using the highest-voted ideas. Celebrate (and Capitalize) on Success With Case Studies. Case studies are a mutually beneficial way to promote your product and your customer among interested audiences – so long as your features know their place in the story.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

Global Response

APRIL 17, 2023

If you want to keep up with customer expectations and modern benchmarks, you’ll likely need sophisticated and modern infrastructure to do so. What client references or case studies do they have to demonstrate their expertise? Is customization available to fit your needs? Are their solutions and teams scalable?

Call Center 62

Call Center outsourcing Bilingual agents Multichannel 62

ChurnZero

JULY 21, 2023

For example, the CS team can be on point to find a customer that will do a customer video or case study, and then marketing commits to producing X-number of case studies. For some people, we gave them a case study. Q: What tools can companies use to generate benchmarking reports at scale?

Enterprise 52

Enterprise Benchmark Accountability Marketing 52

ClearAction

FEBRUARY 7, 2016

Tools, techniques, and case studies catalyze your customer experience management success. Why Customer Satisfaction Surveys are Not Customer-Centric article. Customer Survey Actions & Feedback to Customers BKM: Boeing, Motorola, Symantec. 3 2009 Customer Experience Management Benchmark Study, Strativity Group.

Customer Experience 48

Customer Experience Customer centricity Employee engagement Enterprise 48

aircall

MARCH 27, 2017

These milestones might look like a variation of the following: The x-axis of the customer journey map represents the benchmarks the customer successively reaches. Also poll your customers directly and incorporate their feedback in the creation of your personas through customer surveys.

Journey mapping 82

Journey mapping Accountability Customer retention Morale 82

AWS Machine Learning

JANUARY 13, 2023

For benchmark analysis, we considered the task of predicting the in-hospital mortality of patients [2]. Please review the presentation at re:MARS 2022 focused on “ Managed Federated Learning on AWS: A case study for healthcare ” for a detailed walkthrough of this solution. ACM Computing Surveys (CSUR) , 54 (6), pp.1-36.

Analytics 82

Analytics Healthcare Scripts Accountability 82

AWS Machine Learning

AUGUST 26, 2024

Since its inception in September 2023 up through March 2024, approximately one-third of surveyed sellers reported that GenAI Account Summaries had a positive impact on their approach to a customer, and sellers leveraging GenAI Account Summaries saw a 4.9% This is boosting productivity and freeing up time for customer engagements.

Sales 119

Sales Accountability Feedback Metrics 119

delighted

OCTOBER 18, 2019

Journey-based studies, where you map and evaluate all of the interactions your target audience (new or existing) has when they do business with you, with the goal of supporting them better each step of the way. You can get the full low-down on relationship vs transactional surveys here. NPS relationship survey question.

Metrics 40

Metrics Surveys Benchmark Feedback 40