GetFeedback
NOVEMBER 25, 2019
A new list of benchmarks is published each year by ACSI, with minor quarterly updates. . Below is the complete list of the newest CSAT benchmarks. Airlines: 73%. Banks: 81%. Click here to download the current industry benchmarks. And if you want to see quarterly benchmark updates, just visit their website. .
ShepHyken
DECEMBER 12, 2018
You can benchmark with your competition, but just use that as the starting point. Huntington Bank differentiated themselves by extending the hours of operation. Southwest Airlines is known for low fares, not charging for checked bags and no change fees. The next step is to improve on whatever the competition is doing.
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Vonage
OCTOBER 6, 2015
Compare this with the telephone service from my favorite airline and taxi companies. The airline and taxi database systems do provide access to all my information (including telephone numbers), but that data is “two screens away” from the first screen presented to the reservations agent. Finally, I asked. My answer: Who cares?
CSM Magazine
APRIL 3, 2018
Southwest Airlines delivers the best customer experience in the airline industry, according to the 2018 Temkin Experience Ratings. Of the nine airlines included in this year’s Ratings, Southwest Airlines earned the highest score with a rating of 76%, putting it in 51 [st] place overall out of 318 companies across 20 industries.
Fonolo
JULY 8, 2021
Let’s take a look at some NPS benchmarks for different industries: Average NPS by Industry in the USA, 2020. Airlines – 29. Banks – 21. If you’re a supermarket using competitive benchmarking for your industry, you’ll want your NPS to be higher than average, or 34. Streaming Media – 39.
Fonolo
DECEMBER 11, 2018
The tweets informing the report this year confirm that: a) customers are increasingly turning to social media to publicly out companies for poor customer service handling; and b) a benchmark of this poor service is placing a customer on hold. Delta Airlines. Bank of America. Virgin Media. United States Postal Service (USPS).
Netomi
MARCH 27, 2022
Benchmarks for CSAT Scores By Industry. In Economy airline travel , there’s no expectation for a glass of champagne before takeoff. One of our clients, the Canadian airline WestJet , has seen an increase of 24% with its virtual agent Juliet resolving issues immediately on Facebook Messenger. CSAT Score Benchmarks for 2020 .
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