PeopleMetrics

JANUARY 15, 2020

2020 is here, and this year, many of our banking clients have made measuring and improving customer experience a strategic priority. No matter where you fall on that spectrum, here are 3 things to consider as you're thinking about your bank’s 2020 CX program: 1. Are different surveys needed for different touchpoints?

Banking 54

Banking industry standards Surveys Benchmark 54

COPC

MAY 19, 2023

Most CSAT surveys also include additional questions such as “ Was your issue resolved? A 2020 Fortune article estimated that nearly two-thirds of all Fortune 1000 companies use NPS. However, COPC Inc. recommends using a 5-point Likert scale. ” or “ Did the agent communicate clearly?

Metrics 71

Metrics industry standards Customer effort Consulting 71

Horizon CX

DECEMBER 27, 2019

The idea of a single-question survey was in stark contrast to lengthy surveys with multiple questions that took long enough to answer that customers either abandoned the survey mid-stream or bypassed the survey entirely, yielding increasingly lower response rates—a trend that started to decline back then and has been declining ever since.

B2B 52

B2B Surveys B2C Metrics 52

Fonolo

JUNE 9, 2014

Whatever the story is, clearly we need to approach this “standard” with skepticism. The ’80/20 Rule’ is Just an Arbitrary Industry Standard. Handpicked related content: 4 Metrics Your Call Center Needs to Track in 2020. Handpicked related content: The Golden Rules of Call Center SLAs.

Service level 96

Service level Call Center Abandon rate Metrics 96