ProProfs Blog

NOVEMBER 20, 2020

They act as role models to other employees by setting a standard benchmark. The answer lies in the formulation of an employee engagement survey that captures the pulse of your employees around the parameters: peer interaction, work culture, job challenge, career prospects, etc. Are they happy with the management’s decisions?

Employee engagement 158

Employee engagement Surveys Brand ambassadors Morale 158

Beyond Philosophy

DECEMBER 6, 2018

If you count up your complaints, whether by email, snail mail, survey comments or whatever, multiply it by 26 and you have a decent estimate of what percentage of your customers have a problem with your experience. For every customer complaint you get, 26 other unhappy customers remain silent. Not everyone is a complainer.

Customer Experience 410

Customer Experience Benchmark Customer retention Personalization 410

Beyond Philosophy

MARCH 7, 2019

The classic phrase, “If you can’t measure it, you can’t manage it” applies. Tool #1: Surveys. Surveys are an oldie-but-a-goodie. Marketing Research circles rely on survey methodology by asking people to rate on a scale or asking people to select an option. Moreover, there is a lot of history with surveys.

Customer emotions 305

Customer emotions Surveys Consulting Consulting 305

delighted

AUGUST 3, 2021

As our customers expand their experience management programs to multiple touchpoints across the customer lifecycle, they’ve let us know that they’d like a bit more flexibility in the rating scales at their disposal. These two survey templates supplement our existing 5-point CSAT and CES surveys. The 7-point CES survey.

Surveys 98

Surveys Best practices Customer effort Benchmark 98

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 98

Benchmark SaaS Metrics B2B 98

Hodusoft

OCTOBER 23, 2024

A Comprehensive Guide to Net Promoter Score: History, Calculation Formula, Survey Tips If you are an entrepreneur or a business professional, you probably know what the term ‘Net Promoter Score’ means. It can also be defined as a method to calculate customer experience based on surveys.

Surveys 52

Surveys Benchmark Contact Center Employee engagement 52

ShepHyken

JULY 16, 2018

A Comprehensive Career Guide For Aspiring Customer Experience Manager s by Shruti Sarkar . Omoto) Not many people understand what a customer experience manager does or how to become a successful customer experience manager. My Comment: This article is a comprehensive guide about the role of the customer experience manager.

Customer Service 40

Customer Service Benchmark Surveys Feedback 40

Fonolo

AUGUST 25, 2020

Understanding and managing customer perception should be a priority for businesses today. Creating a consumer perception survey is the first step — here’s everything you need to know so you can find out what customers really think of your brand. What’s the point of your customer perception survey?

Surveys 119

Surveys Brand ambassadors Feedback Best practices 119

Beyond Philosophy

JANUARY 28, 2019

If you are a senior manager or the CEO, you need to know that where you have deployed your resources is paying off. Senior management will deploy your resources elsewhere. Embrace but manage your use of AI to enhance the experience. Managing emotions that are not ideal in a Customer Experience contributes to trust.

Consulting 348

Consulting Consulting Benchmark Personalization 348

ShepHyken

APRIL 20, 2018

For good reason: CX has quickly become today’s most important business benchmark, as well as the most important way for firms to achieve success. As you get started with your CX management strategy, it’s important to understand how online reviews play into this strategy. According to the 2018 ReviewTrackers Online Reviews Survey , 63.6

Customer Experience 204

Customer Experience Benchmark Education Surveys 204

3CLogic

MARCH 27, 2025

According to NASCIOs 2024 State CIO Survey, IT consolidation and centralization are top priorities for 49 state CIOs, underscoring the importance of integrated, seamless digital service management. 3 Managing tightening budgets Agencies must balance modernizing services and efforts while often constrained by budgets.

Government 96

Government Self service contact center solutions Contact Center 96

Lumoa

APRIL 7, 2022

Net Promoter Scores are always an interesting topic of conversation, and industry NPS benchmarks even more so. This blog post will discuss NPS benchmarks and look at why NPS is so essential to overall customer success. This makes it an essential consideration for any customer success manager in almost any industry.

Benchmark 78

Benchmark Banking Metrics Surveys 78

ChurnZero

JUNE 2, 2021

SaaS Capital joined us for a webinar to share the results from their 10th annual B2B SaaS benchmarking survey. This survey is the largest survey of private SaaS companies in the world with over 1,500 responses. Speakers: Rob Belcher , Managing Director, SaaS Capital. Q&A Recap. But it’s harder going.

Benchmark 98

Benchmark SaaS B2B B2C 98

Lumoa

MARCH 24, 2022

Setting survey response rate benchmarks can help you assess the performance and overall growth of your customer experience management (CEM) system. While benchmarking is a common process in many companies, the exact steps and data collected need to be adjusted to each organization’s requirements.

Surveys 78

Surveys Benchmark Metrics Feedback 78

Nicereply

DECEMBER 17, 2024

This core customer service KPI is typically measured through surveys that ask people to rate their agreement with statements like, “The company made it easy for me to handle my issue.” In this sense, CES can almost act as a gauge of how well a company is doing against its benchmarks and those of competitors.

Customer effort 52

Customer effort SaaS Benchmark Surveys 52

Global Response

MARCH 12, 2025

Customer satisfaction (CSAT): Evaluates customer satisfaction through post-interaction surveys, asking them to rate their experience on a scale. You might also want to consider if the tool integrates with your customer management system. Having these benchmarks set proactively will clarify expectations between agents and customers.

Contact Center 62

Contact Center Analytics First call resolution Abandon rate 62

Callminer

JUNE 9, 2020

Ultimately, AHT is not a success metric – rushing agents to close tickets, rather than resolve issues, would hasten your AHT but would not make for happy customers – but it is an important metric for calculating call center levels, assessing efficiency for the call center overall or for specific agents, and establishing performance benchmarks.

Average Handle Time 182

Average Handle Time Best practices Call Center Coaching 182

ChurnZero

MAY 2, 2024

The 2024 B2B SaaS Benchmarking Survey by SaaS Capital is the most comprehensive and up-to-date source of its kind for SaaS and customer success leaders who want to know where they stand compared to peers and competitors. We don’t feel like we have control of GRR because the reseller is managing this part of our business.

SaaS 52

SaaS Benchmark B2B Surveys 52

Pointillist

JUNE 7, 2021

In this year’s survey, we sought to uncover what separates customer experience leaders from laggards. Pointillist surveyed over 1,150 CX, marketing, analytics and customer care professionals from various industries across the world to identify best practices, approaches, benchmarks and tactics used by top performing organizations.

Surveys 71

Surveys Management Journey mapping Customer centricity 71

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

CSM Magazine

MARCH 26, 2025

Continuous education involves more than glancing at release announcements it includes testing beta features, benchmarking real world results, and actively sharing insights. A 2024 survey identified Spring Boot as the most adopted Java framework at 62%, with Quarkus at 15% and Micronaut at 10%.

Finance 52

Finance Benchmark Enterprise Surveys 52

ShepHyken

JUNE 26, 2023

CAB members—as evidenced by their post-meeting surveys—like to learn and benchmark how their colleagues’ departments are set up, fit within their organizations, resourced and measured by their management. Manage each of those moments the right way, and the customer comes back.

Customer Service 41

Customer Service Customer centricity B2C Entertainment 41

Peter Lavers

JULY 7, 2015

It’s one thing to talk strategically about the subject but it’s another thing completely to engender a real passion for the customer experience amongst the staff who are often tactically managed (even outsourced) and the least well paid in the business. Do you put the managers through it as well? Processes & Compliance.

Customer centricity 165

Customer centricity outsourcing Morale Benchmark 165

ShepHyken

JUNE 21, 2022

They don’t benchmark you against a direct competitor. Customer surveys are helpful, but asking your team members where these glitches are in the process is the first thing you should do. She shares how organizations can identify, measure, and address issues to improve customer experience. New York Times ?bestselling

Benchmark 166

Benchmark Customer retention Surveys Customer Service 166

Call Design

JULY 6, 2021

Here’s a list of 10 key metrics that can be used by contact centre managers to ensure the delivery of both strong customer experiences and financial performance through workforce efficiency. The industry benchmark for the first call resolution measurement is between 70% to 75%. Customer Satisfaction. First Contact Resolution.

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

NobelBiz

DECEMBER 19, 2023

Have you ever wondered how call centers manage the overwhelming number of customer calls, especially those tricky situations that require immediate attention? The secret lies in effective escalation management, a crucial aspect often overlooked. This is where escalation management comes into play.

Call Center 105

Call Center Management Contact Center Wait times 105

ShepHyken

MARCH 23, 2018

The key: That passion and purpose must be communicated and conveyed effectively from senior leadership throughout management and all employees, so that they are more compelled to consistently deliver a superior product, service, and customer experience. Situation : Your latest employee survey reveals a decline of trust in leadership.

Airlines 210

Airlines Morale Benchmark Marketing 210

Lumoa

JANUARY 31, 2023

Customer experience management brings discipline to this somewhat vague and soft area: by establishing a systematic process for collecting, analyzing, and acting on customer feedback, you’ll be able to improve customer experience altogether. In This Article: Why do you need Customer Experience Management?

Customer Experience 165

Customer Experience Customer centricity Metrics Feedback 165

NICE inContact

JANUARY 11, 2019

The current decade has brought many changes to quality management, including the increase of treating customer interactions using omnichannel – the ability to handle queries flexibly across self-service and agent-assisted media channels with full context. The post How are Omnichannel and Artificial Intelligence Changing Quality Management?

Quality management 18

Quality management Management Average Handle Time Chatbots 18

Lumoa

NOVEMBER 8, 2018

According to The State of the Customer Experience survey that we did earlier in 2018, all companies track customer experience using one or several of the 6 world-wide recognised KPIs: Net Promoter Score (NPS), Customer Satisfaction (CSAT), Churn rate, Retention rate, Customer Lifetime Value (CLV) or Customer Effort Score (CES).

Metrics 162

Metrics Customer Experience Benchmark Surveys 162

CCNG

JANUARY 4, 2023

Simply scanning paper-based manuals into electronic for­mats, or using legacy knowledge management software does not provide the high-impact, just-in-time informa­tion that today’s customers want. Customers are getting more demanding and many managers are looking for ways to break through to higher levels of customer satis­faction.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

Toister Performance Solutions

MARCH 11, 2021

A report from Benchmark Portal found that agent satisfaction has remained fairly high. About the Benchmark Portal Agent Voices Report The report is based on a detailed survey that was given to more than 10,000 contact center agents and leads in North America. The survey was conducted in 2020. percent from the 2015 survey.

Contact Center 121

Contact Center Benchmark Surveys Feedback 121

delighted

MAY 1, 2024

To glean these insights, you need to understand what an onboarding survey is, why it is important, which onboarding survey questions to ask, and the best practices for onboarding new employees. What is an onboarding survey? Why are onboarding surveys important? Determine your ROI: Recruiting new employees can be costly.

Surveys 67

Surveys Employee engagement Best practices Feedback 67

Callminer

JANUARY 18, 2021

Read on to learn how your international contact centre can approach agent management optimisation, procedural improvements and more. Agent Management Tips for International Call Centres. “Hiring is only a very small part of successful call center management. Let your operations team handle real-time management.

Best practices 226

Best practices Call Center Contact Center Scripts 226

Calabrio

MARCH 7, 2025

Call Center Industry Turnover Rate Benchmarks Call center turnover rates are notoriously high compared to other industries. Depending on the type of work performed, typical benchmarks range from as low as 15% to 45%, or even higher. And employee churn among new hires can be especially high. Contact center industry averages vary.

Call Center 52

Call Center Benchmark Gamification Contact Center 52

Callminer

OCTOBER 11, 2018

In other cases, managers and QA teams are so overwhelmed with other tasks that they don’t utilize important metrics to their full potential, thus losing out on valuable performance and quality insights. Kaye Chapman is the Learning & Development Manager at Comm100 , a global provider of AI-powered digital customer conversation software.

Call Center 561

Call Center Metrics Contact Center Wait times 561