ChurnZero

OCTOBER 9, 2020

If you’re new to customer satisfaction surveys and have searched the topic online, then you already know that there’s a trove of information on the subject. So, as your research primer and to help you get up to speed, we created an abbreviated guide that covers three of the most popular survey types: NPS®, CSAT, and CES.

Surveys 75

Surveys Benchmark Feedback industry standards 75

Interaction Metrics

FEBRUARY 20, 2025

But heres the problem: too many companies chase a better NPS the wrong waybombarding customers with ineffective surveys and gathering unreliable data. We use scientific rigor, real listening, and reciprocity to design surveys that truly measure and enhance customer satisfaction. Leverage social media surveys.

Surveys 62

Surveys Benchmark Feedback Metrics 62

NobelBiz

JANUARY 28, 2025

How to Benchmark Your Call Center Benchmarking is all about measuring your performance against clear, actionable goals and comparing them to industry standards. Collected through post-call surveys, CSAT scores provide direct customer feedback. While shorter times are ideal, quality shouldnt be sacrificed for speed.

Benchmark 52

Benchmark Contact Center Abandon rate Average Handle Time 52

TeleDirect

MARCH 9, 2025

Gather and Implement Customer Feedback Send post-call surveys to identify areas for improvement. A: The industry standard is less than 20 seconds for inbound calls, but businesses should aim for as short as possible without compromising service quality. Ensure customers can reach out using their preferred communication method.

Wait times 79

Wait times Call Center Abandon rate First call resolution 79

BlueOcean

DECEMBER 2, 2024

That’s true in hospitality, and I am sure it is true in the customer service industry overall. The industry standard in hospitality is for room attendants to clean 15 rooms per shift. Each room has a kitchenette including a dishwasher and, on average, the rooms tend to be larger than industry standard.

Customer Service 62

Customer Service industry standards Contact Center Average Handle Time 62

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

TeleDirect

MARCH 14, 2025

Ways to gather feedback: Conduct post-call surveys to assess satisfaction levels. Compliance with industry standards helps maintain customer trust. Regular analysis of these metrics allows businesses to refine their call center strategies and improve CX. Monitor online reviews and social media comments.

Best practices 62

Best practices Call Center Multi-channel support First call resolution 62

Fonolo

SEPTEMBER 14, 2021

A Salesforce survey of 8,000 customers, both individuals and businesses, showed that 75% of customers expect companies to use technology for better customer experiences. FACT: Call-back technology is quickly becoming an industry standard for call centers. Customer feedback is another indispensable source of data.

Call Center 142

Call Center Customer Service Abandon rate Average Handle Time 142

JustCall

OCTOBER 25, 2023

But while these agent performance measurement tools are effective, why not ask the customer to provide feedback? This is where post-call surveys come into play. In a Hubspot Survey , respondents were asked about the biggest challenges facing service agents. At its core, a post-call survey is a simple yet powerful concept.

Surveys 52

Surveys Best practices Feedback Metrics 52

GetFeedback

AUGUST 14, 2019

Of all the satisfaction surveys out there, it’s easy to argue the CSAT is the most straightforward. Now you know how your CSAT can stand relative to your peers, but I want you to remember one very important thing: Comparing yourself to your peers or simply holding yourself to an industry-standard isn’t the best measure of performance.

Surveys 107

Surveys industry standards Banking Education 107

Fonolo

MARCH 11, 2021

Hiring additional staff is the most traditional way to improve this metric but call centers around the world are quickly adopting call-back technology , making it an industry standard. The average abandon rate for the medical and healthcare industries is 13% – TalkDesk. DID YOU KNOW?

Call Center 131

Call Center Metrics Abandon rate Healthcare 131

Lumoa

JANUARY 31, 2023

It’s very likely, that you have already answered NPS surveys multiple times yourself. Follow up with deeper surveys If needed extend the depth of understanding with follow-up surveys. Send the more specific longer surveys to only those customers who have the particular issue you investigate.

Customer Experience 165

Customer Experience Customer centricity Metrics Feedback 165

Calabrio

MARCH 27, 2025

However, according to the most recent available data , the AHT industry standard or average is about 6 minutes and 3 seconds. CSAT is usually a one-word question on a follow-up survey to ask about the satisfaction with that interaction. Setting an Average Handle Time Benchmark: What is a Good AHT?

Average Handle Time 52

Average Handle Time Best practices Contact Center Metrics 52

TechSee

MAY 1, 2022

Organizations use customer feedback surveys to improve customer experience (CX) and increase customer loyalty. CSAT is measured by asking a basic question on a customer feedback survey. The CES survey typically asks the customer a single question – to rate how much effort was required to resolve a specific issue or request.

Customer Experience 109

Customer Experience Surveys Benchmark Wireless 109

Outsource Consultants

MARCH 18, 2025

CSAT surveys typically ask customers to rate their experience on a scale (often from 1 to 5). Regular NPS surveys and analysis help identify promoters, passives, and detractors, allowing for targeted improvements in service delivery. 90% of Americans use customer service as a deciding factor when choosing to do business with a company.

Call Center 67

Call Center outsourcing First call resolution Average Handle Time 67

BlueOcean

JUNE 26, 2018

That’s true in hospitality, and I am sure it is true in the customer service industry overall. The industry standard in hospitality is for room attendants to clean 15 rooms per shift. Each room has a kitchenette including a dishwasher and, on average, the rooms tend to be larger than industry standard.

Customer Service 141

Customer Service industry standards Contact Center Average Handle Time 141

Lumoa

FEBRUARY 9, 2023

It encompasses activities such as customer retention, customer loyalty programs, customer feedback surveys, customer reviews and ratings, customer panel discussion groups, customer support services, and more. It involves analyzing customer data such as customer feedback surveys, customer reviews, customer support inquiries, and more.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

Totango

MAY 5, 2021

There are a variety of surveys and metrics you can use to measure these different elements. This industry-standard measurement centers around how likely your customers are to recommend your product to a peer. Customer Satisfaction Surveys (CSAT). How comfortably they can integrate the product into their daily workflow.

Customer Experience 118

Customer Experience Education Customer centricity Metrics 118

Customer Service Life

AUGUST 22, 2019

Let’s first look at the three most popular customer survey metrics and how they’re measured and then I’ll share a way to approach the results more holistically. Survey timing also varies. Some companies survey customers immediately after each customer service transaction whereas others send it once the case or issue has been solved.

Contact Center 107

Contact Center Metrics Surveys Coaching 107

Lumoa

FEBRUARY 20, 2018

It's very likely, that you have already answered NPS surveys multiple times yourself. Follow up with deeper surveys If needed extend the depth of understanding with follow up surveys. Send the more specific longer surveys to only those customers who have the particular issue you investigate. Why did we choose NPS?

Customer Experience 141

Customer Experience Customer centricity Feedback Metrics 141

Nicereply

SEPTEMBER 4, 2023

Find out what is a good Net Promoter Score & get out the most of your surveys! However, it’s important to note that industry standards for NPS scores may vary and that benchmarking your score can serve as a good Northstar to reference. What is a Good NPS Score by Industry? Segment your customers.

Benchmark 105

Benchmark Surveys Employee engagement Metrics 105

Calabrio

MARCH 7, 2025

Identify Key Sources of Agent Stress A Salesforce survey found that 71% of service agents in contact centers had considered quitting in the past six months and 69% considered leaving customer service entirely. Stay Connected and in Communication If youre unaware of which stressors are weighing down your team, its best to ask.

Call Center 52

Call Center Benchmark Contact Center Gamification 52

Lumoa

JULY 6, 2023

Ability to edit Survey Campaigns Survey campaigns can now be edited. Upcoming webinars Using the science of happiness in CX – Using happiness as a competitive advantage Benchmarking Industry Standards – What does it mean to have a good score, relative to your peers?

APIs 15

APIs industry standards Surveys Benchmark 15

Fonolo

JUNE 9, 2020

Gathering feedback from customers has become an industry standard for contact centers. Surveys are also a great way to collect insightful data. For example: Customer satisfaction surveys, employee feedback. A high FCR is a great sign that your agents are knowledgeable and fully-empowered to help your customers.

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

VirtualPBX

JUNE 19, 2024

Through a combination of outstanding and cutting-edge original editorial, industry voices, in-depth lab reviews and the recognition of the innovative leaders in management and technology through our highly valued awards, CUSTOMER strives to continue to be the publication that holds the quality bar high for the industry.

Contact Center 105

Contact Center Technology CRM industry standards 105

Fonolo

JULY 5, 2023

There are two main ways of finding out how customers perceive your business: Ask them Listen to them Ask them with a survey This is the tried and tested method, and I would encourage all brands to have some sort of customer satisfaction or net promoter score survey. Binary Questions These are the simplest questions in your survey.

Surveys 104

Surveys Brand ambassadors Sales Advertising 104

TechSee

NOVEMBER 3, 2020

With 61% of customers today reporting that they would avoid technician visits unless strictly necessary (based on an October 2020 survey ), innovative field service organizations have been turning to remote support alternatives in lieu of face-to-face visits. Let’s now go a little deeper into each one of these factors.

Customer effort 109

Customer effort industry standards Contact Center Surveys 109

Fonolo

DECEMBER 5, 2019

They can be arrived at in a variety of ways, but are typically the result of simple customer surveys aimed at measuring sentiment. The industry standard for FCR is 70-75%. These should be sent out at the end of every customer interaction and ask for a simple rating of that interaction. How does yours measure up?

Call Center 125

Call Center Metrics First call resolution Contact Center 125

Nicereply

DECEMBER 28, 2021

You might be looking at your latest survey results and wondering… Are these good? By comparing your survey results to other companies, you add context to your scores. We’ve compiled benchmarks to help you compare your CSAT, NPS, and CES scores to industry standards and inspire your goal setting.

Customer Support 98

Customer Support Benchmark outsourcing Business Process Outsourcing 98

Tethr

MAY 18, 2020

The end of survey-based CX measurement. Post-call surveys are an industry standard when it comes to assessing customer experience. But if you are a CX leader looking to understand the level of effort customers are encountering, then relying on these sorts of surveys is the wrong path forward. In conclusion.

Customer Experience 89

Customer Experience Coaching Surveys industry standards 89

Totango

OCTOBER 20, 2020

There are a variety of surveys and metrics you can use to measure these different elements. This industry-standard measurement centers around how likely your customers are to recommend your product to a peer. Customer Satisfaction Surveys (CSAT). How comfortably they can integrate the product into their daily workflow.

Customer Experience 90

Customer Experience Education Customer centricity Metrics 90

CSM Magazine

DECEMBER 4, 2023

A recent survey reveals that a significant 75% of investors believe companies should prioritize addressing ESG imperatives, even if it means foregoing short-term profitability. Moreover, benchmarking against industry standards offers insights into their ESG performance, highlighting areas of excellence or improvement.

Government 105

Government Morale Finance industry standards 105

Customer Relationship Metrics

SEPTEMBER 9, 2016

Utilizing Customer Relationship Metrics’ External Quality Monitoring (customer grade the experience) program with a post-chat survey methodology, they knew they would be able to quickly determine if three was indeed the right number to assign. The industry standard for concurrent Chat sessions. What did the customer experience?

industry standards 74

industry standards Benchmark Metrics Contact Center 74

Spearline

FEBRUARY 24, 2022

Surveys consistently find that customers are content to use automated systems or chat for simple interactions. In addition to testing that calls connect, we also test the call quality using industry-standard measures. In addition to the traditional voice call, customers now have a range of ways to engage with contact centers.

Interactive Voice Response 98

Interactive Voice Response industry standards Contact Center Chatbots 98

PeopleMetrics

APRIL 12, 2017

Online surveys can capture feedback from customers in real-time and tie it to a specific event. The measure is used by others in your industry. Adopting an industry standard means you can get agreement quickly, and it also makes it easy to benchmark your own bank against others. Technology has created a new age.

Metrics 87

Metrics Customer Experience Banking industry standards 87

Lumoa

FEBRUARY 16, 2023

Customer experience templates, customer survey templates, or customer satisfaction survey templates allow you to make informed decisions on improving the customer journey. Keeping up with industry standards or new trends. You’ll likely pull data from many sources: text, audio, email surveys, in-person feedback, etc.

Feedback 88

Feedback Best practices Surveys Analytics 88

Totango

JANUARY 10, 2024

“Rather than gleaning actionable insights from siloes or single sources, our focus in 2023 has been gathering insights directly from our clients from areas that all of us are familiar with: NPS, surveys through support, post-implementation, product insights, business reviews, and more.”

Sales 99

Sales industry standards Benchmark Upselling 99