Nicereply

DECEMBER 17, 2024

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. Importance of CES in SaaS In the Software as a Service (SaaS) industry, the Customer Effort Score (CES) holds particular significance.

Customer effort 52

Customer effort SaaS Benchmark Surveys 52

TeleDirect

MARCH 14, 2025

Ways to gather feedback: Conduct post-call surveys to assess satisfaction levels. Compliance with industry standards helps maintain customer trust. For businesses looking to improve their call center operations , explore Teledirects industry-leading customer service solutions at www.teledirect.com.

Best practices 62

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

delighted

APRIL 27, 2021

This is why carefully structuring and selecting the product survey questions you ask your customers is so important. Here are the top 10 product survey and interview questions to gather customer feedback and measure customer sentiment towards your product. Product survey best practices. The best product survey questions.

Feedback 98

Feedback Surveys Management Advertising 98

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

BlueOcean

JUNE 26, 2018

When it comes to customer experience, there’s a lot of cross-over between the hospitality industry and the contact center industry. What are you looking for when hiring for agents in the hospitality industry? That’s true in hospitality, and I am sure it is true in the customer service industry overall.

Customer Service 141

Customer Service industry standards Contact Center Average Handle Time 141

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

Outsource Consultants

MARCH 18, 2025

Ongoing training programs keep agents updated on product knowledge, customer service techniques, and the latest industry trends. CSAT surveys typically ask customers to rate their experience on a scale (often from 1 to 5). 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

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

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

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. In the broadest terms, theres no exact number that constitutes a good AHT.

Average Handle Time 52

Average Handle Time Best practices Contact Center Metrics 52

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? First Call Resolution (FCR).

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. This trend is true across industries, but the pace of change varies. Industry matters. That’s why it’s important to understand how you measure up within your industry. Take a look: Click here to download the PDF version. .

Surveys 107

Surveys industry standards Banking Education 107

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

VirtualPBX

JUNE 19, 2024

We, at VirtualPBX, pride ourselves on not only the industry-leading technology behind our tools and platforms, but the customer experience that allows anyone— large or small—to scale their business with 100% human support every step of the way. Each has repeatedly demonstrated their commitment to creating innovative products.”

Contact Center 105

Contact Center Technology CRM industry standards 105

Callminer

AUGUST 1, 2017

A large portion of his work involves helping people increase their call efficiency, especially since the financial services industry depends so much on outbound prospecting over the phone. “ Since time is money in a contact center, first contact resolution is a primary goal, regardless of the industry. To implement continuous training.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Lumoa

JANUARY 31, 2023

Although customer experience management is a complex process, that differs in every company and industry, it can be adjusted to the same plan. It’s very likely, that you have already answered NPS surveys multiple times yourself. Leaders in a variety of business industries use NPS , which makes NPS a great benchmarking tool.

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. Offering your clients features relevant to their industries and their usage patterns (e.g.

Customer Experience 118

Customer Experience Education Customer centricity Metrics 118

TechSee

MAY 1, 2022

It’s a straightforward concept that gets the spotlight in all service-oriented industries – but what’s important is not just the theory, it’s the practice – and the outcome. Organizations use customer feedback surveys to improve customer experience (CX) and increase customer loyalty.

Customer Experience 109

Customer Experience Surveys Benchmark Wireless 109

Calabrio

MARCH 7, 2025

What exactly does it mean, how is it measured, and what are the current industry trends? By calculating the rates of agent turnover and attrition, you can not only understand changes in your workforce composition over time but also compare your trends to others across the industry. Contact center industry averages vary.

Call Center 52

Call Center Benchmark Contact Center Gamification 52

Nicereply

SEPTEMBER 4, 2023

Find out what is a good Net Promoter Score & get out the most of your surveys! What is a Good NPS Score by Industry? Average NPS by Industry NPS Leaders by Industry Benchmarking your Net Promoter Score What is a Good NPS Score for SaaS? What is a Good NPS Score by Industry? Most industries have an NPS above 0.

Benchmark 105

Benchmark Surveys Employee engagement Metrics 105

Lumoa

FEBRUARY 20, 2018

Although customer experience management is a complex process, that differs in every company and industry, it can be adjusted to the same plan. It's very likely, that you have already answered NPS surveys multiple times yourself. Leaders in variety of business industries use NPS , which makes NPS a great benchmarking tool.

Customer Experience 141

Customer Experience Customer centricity Feedback Metrics 141

TechSee

NOVEMBER 3, 2020

This paradigm shift has effectively taken the “field” out of field services, with the industry focused on servicing customers in the most efficient way possible. According to a Gartner survey in May 2019, 19% of service companies already offer these contracts and another 26% expect to do so within 12 months.

Customer effort 109

Customer effort industry standards Contact Center Surveys 109

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

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

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

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

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

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

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

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

Totango

NOVEMBER 12, 2020

A Totango survey of business professionals found that Customer Success, and the customer-centric approach to service, is now a regular and popular practice for many companies. Specifically, the survey found: 80% of respondents say their CS team grew over the past 12 months. Customer Success Challenges. A reactive approach to customers.

Technology 108

Technology Customer centricity Enterprise Surveys 108

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. Offering your clients features relevant to their industries and their usage patterns (e.g.

Customer Experience 90

Customer Experience Education Customer centricity Metrics 90

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

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

Tethr

MAY 18, 2020

The leading companies of the convenience revolution have set high standards for every aspect of the customer service industry. The end of survey-based CX measurement. Post-call surveys are an industry standard when it comes to assessing customer experience. To wrap it up : Context always matters.

Customer Experience 89

Customer Experience Coaching Surveys industry standards 89

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