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.” SaaS companies are luckier than others in the sense that serving customers with CES measurement surveys is quite easy.

Customer effort 52

Customer effort SaaS Benchmark Surveys 52

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

Tethr

NOVEMBER 21, 2019

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. TEI vs Post-Call Surveys. Predictive Power. Response Rate.

Surveys 13

Surveys industry standards Customer Experience Technology 13

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 62

Wait times Call Center Abandon rate 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

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

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

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

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

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

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

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

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

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

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

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 106

Contact Center Technology CRM industry standards 106

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

PeopleMetrics

JANUARY 15, 2020

NPS is a simple and powerful metric and is fast becoming the industry standard for measuring brand loyalty. Are different surveys needed for different touchpoints? You do not need separate surveys for every touchpoint. Is NPS the right metric?

Banking 54

Banking Surveys industry standards Benchmark 54

Cisco - Contact Center

FEBRUARY 18, 2020

The solution enables contact centers to capture customer feedback utilizing an easy-to-use survey designer. The Customer Experience Analytics gadget displays the overall pulse of customer feedback through industry-standard metrics, such as NPS, CSAT, and CES. Innovative AI-Powered Self-Service.

Contact Center 94

Contact Center Enterprise Self service contact center solutions 94

Calabrio

MARCH 5, 2025

Benchmark against competitors To gain a competitive edge, it’s essential to benchmark your VoC program against others in your industry. This requires analyzing industry-standard marks in key VoC performance metrics and tracking your contact centers performance against them over time.

Best practices 40

Best practices Benchmark First call resolution Contact Center 40

TeleDirect

AUGUST 10, 2022

What Are the Call Center Metrics Industry Standards? There are (quite literally) dozens of important contact center KPIs, and they are considered industry standards. While we can’t cover all of them today—many will vary depending on specific industries—most call centers focus on: Average Handle Time.

Call Center 62

Call Center Metrics First call resolution industry standards 62

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