CSM Magazine

MARCH 13, 2025

The Importance of Measuring Customer Satisfaction Customer satisfaction is more than just a feel-good metric. Customer feedback, when combined with satisfaction metrics, becomes a powerful tool for shaping business decisions. At its core, satisfaction metrics are the compass for strategic planning.

Metrics 52

Metrics Surveys Feedback Analytics 52

Nicereply

MAY 25, 2021

Why is benchmarking important? This is where benchmarking is helpful. This is where industry benchmarks come in. Check out the following benchmarks to see how you compare in CSAT, NPS, and CES, and inspire your own goal setting. CSAT Benchmarks. NPS Benchmarks. How do we compare to our competitors?

Benchmark 111

Benchmark Surveys Entertainment Customer effort 111

Fonolo

MARCH 16, 2021

Still getting to grips with call center metrics and which ones are the most important? What is First Call Resolution (FCR) in Call Center Metrics? Historically, less attention was paid to FCR, but it’s quickly become one of the most important metrics in the call center. Contact Center Trends 2021.

First call resolution 125

First call resolution Call Center Metrics Contact Center 125

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. You can download the full report for net retention and gross retention benchmarks as well as retention metrics in relation to ACV, growth, size, and more.

Benchmark 98

Benchmark SaaS Metrics B2B 98

ShepHyken

MARCH 10, 2017

This week on our Friends on Friday guest blog post my colleague, Steven Macdonald, shares the results of a study examining how companies around the world respond to customer service requests. To keep the study simple, one email was sent to each company containing two simple questions: Do you have a phone number I can call you on?

Customer Service 225

Customer Service Technical Support Benchmark Best practices 225

Satrix Solutions

JUNE 15, 2020

Net Promoter Score (NPS) benchmarking presents an interesting challenge for many business leaders. On the other, trying to rank order the competition on a metric like NPS can be very tricky business. Collectively, we have learned a lot through NPS benchmarking studies. Drawbacks of NPS Benchmarking.

Benchmark 78

Benchmark B2C Surveys B2B 78

Callminer

AUGUST 1, 2017

Successories motivational posters were part of a study at a call center, and they found office art and motivational posters increase productivity by 33% compared to barren offices. And our studies have shown that constant recognition reinforced with small, cost-effective gifts can increase productivity by 20%. Jeff Greenfield.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Education Services Group

NOVEMBER 21, 2022

I’m talking about the 2022 Customer Success Leadership Study (much more exciting, IMHO). This aligns well with the results from this year’s study. And the most essential metric for CS Ops, the one that’s got everyone in a tizzy (in a good way), is Net Revenue Retention (NRR). of CS teams are increasing, and only 7.8%

Metrics 98

Metrics Benchmark CRM Technology 98

Beyond Philosophy

JULY 11, 2019

Then, you would try to narrow it down by which ones you remember are good/cheap/fast/healthy or whatever other metrics you are using to pick a restaurant. . A study from Stanford showed how the cues work. A week later, the study participants turned in their food journals. How Memory Cues Influence Customer Behavior.

Consulting 297

Consulting Consulting Benchmark Advertising 297

ChurnZero

NOVEMBER 11, 2022

These are just some of the findings in this year’s Customer Success Leadership Study, ChurnZero’s third annual report on the top trends and opportunities in Customer Success, presented in partnership with ESG and sponsored by Higher Logic Vanilla and involve.ai. Download your full copy of the 2022 Customer Success Leadership Study here.

SaaS 98

SaaS Metrics Best practices Benchmark 98

Solvvy

JULY 8, 2022

Quantitative metrics allow you to assign a number to the current state, compare it to the past, and track your company’s progress toward your goals. Managers can use those metrics to guide strategy improvements and employee training. When and how to use those metrics. However, not everything is easy to measure.

Metrics 106

Metrics Surveys Brand ambassadors Benchmark 106

ShepHyken

JANUARY 16, 2023

For three decades, the ACSI has been a leading satisfaction index (cause-and-effect metric) connected to the quality of brands sold by companies with significant market share in the United States. My Comment: According to the American Customer Satisfaction Index (ACSI), customer satisfaction is at its lowest level in the last 20 years.

Customer Service 43

Customer Service Benchmark Customer centricity Customer Experience 43

GetFeedback

AUGUST 14, 2019

Measuring just a piece of this journey can seem short-sighted or not as powerful as other CX metrics, like Net Promoter Score (NPS). CX shouldn’t ever be measured by one metric alone. Customers and their experiences are complex and nuanced, so there’s no perfect metric. Goal 3: Check in with periodic satisfaction feedback. .

Metrics 109

Metrics Journey mapping Surveys Coaching 109

Nicereply

DECEMBER 17, 2024

One key metric that helps SaaS businesses gauge their success in these areas is the Customer Effort Score (CES). In this article, we’ll explore the importance of CES in the SaaS industry, how it differs from other customer satisfaction metrics, and why reducing customer effort is crucial for long-term success. .”

Customer effort 52

Customer effort SaaS Benchmark Surveys 52

ChurnZero

DECEMBER 18, 2020

Stay tuned: The full Customer Success Leadership Study report with more key findings and recommendations for Customer Success leaders will be available in the beginning of January 2021. Q: What key metrics can Customer Success share with product to help prioritize their goals? What are your metrics? What are your goals?

Chief Customer Officer 87

Chief Customer Officer Finance SaaS Benchmark 87

AWS Machine Learning

JULY 2, 2024

You can see that for the 45 models we benchmarked, there is a 1.35x latency improvement (geomean for the 45 models). You can see that for the 33 models we benchmarked, there is around 2x performance improvement (geomean for the 33 models). We benchmarked 45 models using the scripts from the TorchBench repo.

Benchmark 122

Benchmark Scripts Metrics APIs 122

AskNicely

AUGUST 29, 2018

” NPS Benchmarks. Getting the most value out of your NPS program is more about first having a winning process , which then unlocks those optimal metrics. Traditionally, NPS was viewed as a boardroom-only metric. Best NPS Benchmarks Are a Result of NPS Best Practices. NPS Benchmark Study.

Benchmark 60

Benchmark Best practices industry standards Customer centricity 60

Nicereply

JANUARY 23, 2023

There are so many different CX metrics you could track. Studies show that focusing on creating a great customer experience reduces customer churn, creates l oyal customers , and increases customer engagement. That’s exactly what NPS , CES , and CSAT metrics do. Measuring your customer experience (CX) can feel complicated.

Metrics 98

Metrics Customer effort Surveys Feedback 98

Amity

NOVEMBER 21, 2016

Customer benchmarking — the practice of identifying where a customer can improve or is already doing well by comparing to other customers – helps Customer Success Managers to deliver unique value to their customers. I’ve found that SaaS vendors use seven distinct strategies to empower CSMs with customer benchmarking.

Benchmark 59

Benchmark SaaS Best practices Metrics 59

delighted

MAY 4, 2021

When you talk about measuring customer experience and satisfaction, three metrics inevitably come up as THE ones to use: Customer Satisfaction Score (CSAT) vs Net Promoter Score (NPS) vs Customer Effort Score (CES). Let’s take a look at two types of studies and why you would want to use them. CES is purely a transactional metric.

Metrics 77

Metrics Surveys Feedback Benchmark 77

Interaction Metrics

FEBRUARY 20, 2025

At Interaction Metrics, we take a smarter approach. Thats where Interaction Metrics comes in! We also benchmark your NPS against industry standards, providing critical insights that show where you stand compared to competitors. Dig Deeper into Your Scores Your NPS is an outcome, not an isolated metric. The result?

Surveys 62

Surveys Benchmark Feedback Metrics 62

Pointillist

NOVEMBER 11, 2019

By Stephanie Ventura Metrics tracking is a vital element of every call center. However, aiming to track all possible call center metrics can lead to information overload. Instead, organizations must focus on metrics that yield the greatest insight. Source: 2017 HDI Metric of the Month. Why is FCR considered so essential?

First call resolution 74

First call resolution Call Center Metrics Benchmark 74

Kayako

MARCH 3, 2016

We have put together a list of key customer service metrics, so you can be sure that your support team is doing the best it can to help your customers. On this page you can see a complete list of all the customer support metrics that matter, and why. Navigate this guide: Productivity metrics. Performance metrics.

Metrics 86

Metrics Customer Support Abandon rate Average Handle Time 86

Amity

OCTOBER 23, 2018

Tracking the proper metrics is essential in understanding how your business is performing. For now let’s concentrate on the following four main metrics. This really depends on your industry so you want to familiarize yourself with industry benchmarks. One last word on best practices around customer success metrics.

Metrics 76

Metrics Best practices Customer retention SaaS 76

AWS Machine Learning

SEPTEMBER 26, 2024

The method is trained on a dataset of video clips and achieves state-of-the-art results on fashion video and human dance synthesis benchmarks, demonstrating its ability to animate arbitrary characters while maintaining appearance consistency and temporal stability. The implementation of AnimateAnyone can be found in this repository.

Scripts 120

Scripts APIs Metrics Management 120

Callminer

APRIL 26, 2017

First-call resolution (FCR) is an important contact center metric and element of customer relationship management (CRM). Often, FCR metrics are considered along with talk time (the average time spent on a customer call). After your plan is in place, it’s important to be attentive , measure performance , and track your metrics.

First call resolution 140

First call resolution Best practices Contact Center Analytics 140

Balto

JANUARY 28, 2025

The right AI partner ties everything back to business impact : Faster handle times Higher conversion rates Reduced onboarding time Improved compliance If a vendor cant provide clear benchmarks or case studies showing how they drive these metrics, walk away. How will you measure success at 30, 60, and 90 days?

CRM 52

CRM Benchmark Feedback Metrics 52

AWS Machine Learning

AUGUST 2, 2024

We also released a comprehensive study of co-training language models (LM) and graph neural networks (GNN) for large graphs with rich text features using the Microsoft Academic Graph (MAG) dataset from our KDD 2024 paper. To address this, with GraphStorm 0.3, Dataset Num. of nodes Num. of edges Num. of node/edge types Num.

APIs 118

APIs Benchmark Construction Enterprise 118

CX Global Media

SEPTEMBER 17, 2018

They Leverage Their Data : The best performing contact centers leverage their operational and quality metrics in concert with their customer satisfaction scores and customer comments. They Avoid Benchmarking: High-performing contact center leaders do not waste a lot of time benchmarking their contact center performance.

Contact Center 113

Contact Center Benchmark Surveys Coaching 113

Hodusoft

OCTOBER 23, 2024

The fairly new metric, which turns 21 this year, is widely used across the globe to calculate customer loyalty. Importance of Measuring NPS for BPO Contact Centers How to Benchmark NPS Tips to Conduct the NPS Survey What is Net Promoter Score (NPS)? In purely technical terms, Net Promoter Score is a metric to compute customer loyalty.

Surveys 52

Surveys Benchmark Contact Center Employee engagement 52

AWS Machine Learning

OCTOBER 4, 2022

We start by describing our benchmarking approach and then present throughput vs. latency curves across batch sizes and data type precision. Benchmarking approach. To develop a price-performance study between G5 and G4dn, we need to measure throughput, latency, and cost per million inferences as a function of batch size.

Benchmark 96

Benchmark Engineering Metrics Technology 96

Hodusoft

OCTOBER 22, 2021

Particularly, the metric- cost per contact. According to a study by Gartner, 89% of businesses will soon compete primarily on customer experience, and companies that prioritize customer experience will stand out from the crowd and attract loyal customers. . Top 10 Tips to Improve the Productivity of Your Call Center Agents.

Call Center 122

Call Center call center software Schedule adherence Wait times 122

ChurnZero

JUNE 23, 2023

Fortunately, SaaS Capital , which provides debt financing to growth companies, recently published its annual B2B SaaS retention study. The reports benchmarks are segmented by annual contract value (ACV) and annual recurring revenue (ARR) for relevance. This metric arguably better illustrates churn among existing customers.

Benchmark 52

Benchmark Customer retention SaaS B2B 52

Comm100

SEPTEMBER 28, 2022

Live Chat Benchmark Report 2022. Download our annual Live Chat Benchmark Report for free access to the latest live chat data alongside best practices and optimization. Here are some things to look for with this metric: How many chats are agents accepting as opposed to rejecting or passing off to other agents? Click here.

Average Handle Time 98

Average Handle Time Benchmark Wait times Metrics 98

Lumoa

APRIL 3, 2018

Keep in mind that NPS only becomes a truly valuable metric, if its “why”-question is properly collected, analysed and heard. “ NPS has been a good metric to benchmark and help brands understand the overall outcome of their experience. The more popular NPS was getting, the more misused the metric became.

Benchmark 126

Benchmark Feedback Best practices Metrics 126

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. You can download the full report for net retention and gross retention benchmarks as well as retention metrics in relation to ACV, growth, size, and more.

Benchmark 52

Benchmark SaaS Metrics B2B 52