ChurnZero

JANUARY 11, 2024

We’ve conducted an annual survey of customer success leaders for four consecutive years. We thought it would be useful to go back through all of the reports and curate a neatly organized list of statistics the survey has gleaned around the customer success budget. Survey data on 2021 customer success budgets Economic context: The U.S.

SaaS 52

SaaS Benchmark Surveys Finance 52

ProProfs Blog

FEBRUARY 28, 2019

If you’re a regular online shopper like I am, pretty sure when you complete a transaction, you get one of those satisfaction surveys too. Even when carpooling or taking a cab, they ask you to rate the ride and so on, so why exactly do companies conduct surveys? That’s why companies use survey software. Identify and Start Trends.

Surveys 60

Surveys Benchmark Feedback Marketing 60

Toister Performance Solutions

MARCH 11, 2021

A report from Benchmark Portal found that agent satisfaction has remained fairly high. This post examines a few of the positive trends along with some areas for concern that must be addressed. The survey was conducted in 2020. Benchmark Portal's last Agent Voices Report was released in 2015. percent from the 2015 survey.

Contact Center 123

Contact Center Benchmark Surveys Feedback 123

Totango

OCTOBER 7, 2021

After specific product adoption benchmarks have been achieved. Conduct CSAT and NPS Surveys. You can integrate automated emails with surveys that measure customer satisfaction and enthusiasm for your brand. Two of the most important types of customer surveys are customer satisfaction (CSAT) and Net Promoter Score (NPS) surveys.

Feedback 102

Feedback Benchmark Surveys Analytics 102

NICE inContact

AUGUST 16, 2019

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark surveyed consumers from the United States, United Kingdom and Australia – with year-over-year results for the US (2018 vs. 2017), and new benchmark data for the UK and Australia. These are trends you can’t afford to miss.

Contact Center 67

Contact Center Benchmark Self service Best practices 67

delighted

DECEMBER 14, 2020

Customer experience metrics supported by feedback data help you set measurable goals, benchmark how strong your customer experience is now, and prioritize what actions should be taken to get you where you want to be. NPS benchmarking allows you to compare your NPS to flagship companies in your industry easily.

Customer Experience 61

Customer Experience Benchmark Surveys Feedback 61

NICE inContact

AUGUST 16, 2019

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark surveyed consumers from the United States, United Kingdom and Australia – with year-over-year results for the US (2018 vs. 2017), and new benchmark data for the UK and Australia. These are trends you can’t afford to miss.

Contact Center 54

Contact Center Benchmark Self service Best practices 54

Totango

OCTOBER 7, 2021

After specific product adoption benchmarks have been achieved. Conduct CSAT and NPS Surveys. You can integrate automated emails with surveys that measure customer satisfaction and enthusiasm for your brand. Two of the most important types of customer surveys are customer satisfaction (CSAT) and Net Promoter Score (NPS) surveys.

Feedback 71

Feedback Benchmark Surveys Analytics 71

Lumoa

FEBRUARY 14, 2024

External factors like market demand, pricing trends, or competitors’ initiatives can arise at any time, setting off a chain reaction that affects your overall CX. Hubspot’s annual State of Service Report found that 90% of surveyed CX professionals felt that customer expectations have increased to an all-time high.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

Beyond Philosophy

JANUARY 28, 2019

Facial recognition technology picks up on the signals a person’s face communicates, which may or may not match what they say on the survey. If you want to benchmark your organization’s performance in the new world of behavioral economics against other companies, take our short questionnaire. To listen in , please click here.

Consulting 348

Consulting Consulting Benchmark Personalization 348

Calabrio

JUNE 9, 2016

One of the places I look for trends is in the 2016 Dimension Data Global Contact Centre Benchmarking Report , the most extensive global contact center survey in the industry. Learn more about the trends changing our industry and how Calabrio is helping customers navigate.

Benchmark 40

Benchmark Contact Center Banking Accountability 40

Fonolo

JULY 5, 2023

These are typically generational trends caused by new technology or information about a product. We often think of word of mouth in the literal sense but these days it’s far more: customer reviews, social media, and micro-blogs are all word of mouth too. We have much more detailed information about surveying later in this blog.

Surveys 104

Surveys Brand ambassadors Sales Upselling 104

ClientSuccess

MAY 24, 2022

Then, the answers to NPS survey questions are aggregated together to form the NPS score. First, you need to separate your NPS survey answers into three buckets: Promoters, Passives, and Detractors. While a perfect 100 is a nearly impossible score to achieve, there are some benchmarks your team can plan towards.

Benchmark 52

Benchmark Metrics Surveys Management 52

Stafford Communications

MAY 12, 2020

There have been many books written on survey question design, so we won’t go into that. With a universal question format and scale, NPS is one of the few satisfaction measures where it’s fairly easy to find benchmarks or to compare data with other brands. So it’s not as easy to benchmark yourself with other organizations.

Benchmark 52

Benchmark Healthcare Contact Center Customer Care 52

Nicereply

JULY 10, 2023

Other eNPS Considerations How often should you survey your employees? eNPS is usually part of a larger employee engagement survey that allows a company to identify areas of improvement based on engagement levels. Higher levels of trust and rapport Challenges with using eNPS eNPS Follow Up Questions Why did you give the score you did?

Employee engagement 70

Employee engagement Surveys Metrics Feedback 70

GetFeedback

JULY 19, 2019

A recent McKinsey survey showed customer satisfaction with health insurance is 73% more likely when customer journeys work well than when only touchpoints do. The same survey showed that when hotels get the customer journey right, customers are 61% more willing to recommend the hotel than customers of hotels that only focus on touchpoints.

Airlines 123

Airlines Benchmark Surveys B2C 123

NobelBiz

MARCH 5, 2024

By leveraging Nobelbiz’s innovative reporting solutions, companies can not only track key performance indicators (KPIs) such as call resolution times, customer satisfaction scores, and agent productivity levels but also identify trends, forecast demands, and pinpoint areas for improvement.

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

NICE inContact

JUNE 21, 2018

According to our CX Transformation Benchmark Study business results, businesses believe they are delivering on the promise of omnichannel experiences. As you consider frameworks, platforms, and providers to help you manage interactions with your consumer base, make sure you are informed about current trends in customer demands.

Contact Center 49

Contact Center Benchmark Technical Support Surveys 49

Fonolo

APRIL 24, 2018

About: We read, and blog about, a lot of content from Call Center Week. For this report they surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals. For this report they surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals.

Contact Center 99

Contact Center Call Center Self service Surveys 99

Totango

JUNE 23, 2020

Five basic customer success best practices can help move the needle on your net promoter scores: Segment to Find Trends. Regularly Survey Customers. Segment to Find Trends. Send NPS surveys to customers by segment. Regularly Survey Customers. Best practice is to send out a survey after each “success event.”

Best practices 62

Best practices Brand ambassadors Surveys Enterprise 62

Comm100

AUGUST 21, 2023

In this blog we will explore what standardized testing is and dig into the pros and cons of standardized testing for schools and students alike. While the COVID-19 pandemic accelerated this trend, it has continued to gain traction. What is standardized testing in higher ed?

Education 52

Education Benchmark Analytics Surveys 52

Expivia

NOVEMBER 20, 2020

This way we can make marketing decisions based on what the customers say first hand, instead of doing countless surveys. When you watch the customer sentiment trends, you can start to understand the “why’s” of your data. Using keywords to match your trends can help you understand what specific problems you might have.

Analytics 98

Analytics Morale Finance Benchmark 98

NICE inContact

OCTOBER 17, 2019

The business wave of the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark analyzes survey results from over 900 contact center professionals in the US, the UK, and Australia. In fact, the consumer wave of the CX Benchmark reports a 14 point increase in use of self-service channels. Download your copy today.

Benchmark 48

Benchmark Self service Chatbots Contact Center 48

Playvox

AUGUST 23, 2022

Chat for customer support was starting to trend before the pandemic. Diving into your chat analytics frequently will allow you to spot issues more quickly, identify trends, and use the data to make decisions to improve your business. You might have noticed a trend in customers asking questions about how your product works.

Benchmark 52

Benchmark Analytics Banking Customer Support 52

NICE inContact

DECEMBER 12, 2018

Our new 2018 Customer Experience (CX) Transformation Benchmark surveyed over 2000 consumers across the US, the UK and Australia to get their insights on customer experiences. The survey found that: 94% of consumers expect companies to direct them to the method of contacting them that resolves their situation the quickest way.

Call Center 48

Call Center Benchmark Contact center software Contact Center 48

NICE inContact

OCTOBER 2, 2019

This is just one of the many insights we discovered when we surveyed more than 900 global contact center leaders about key customer experience topics, including near-term investment plans. The latest results and analysis appear in the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark. Interested in learning more?

Benchmark 60

Benchmark Interactive Voice Response Chatbots Self service 60

NICE inContact

JUNE 12, 2019

As we’ve previously reported, our 2018 NICE inContact CX Transformation Benchmark study found that consumers rate online chat as one of the top methods for satisfaction, ease of use, and likelihood to recommend. To find out more about the potential of chat, download the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark.

Benchmark 54

Benchmark Surveys Customer Experience Management 54

NobelBiz

APRIL 18, 2023

The Need for Hyper Efficiency in Call Centers As a call center operations manager, you need to stay on top of the latest trends in hyper efficiency to ensure that your organization is successful. Why is benchmarking important? CSAT = (number of positive responses / the total number of responses) x 100.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

CSM Practice

JUNE 16, 2020

Per CSM Practice COVID 19 Survey results , customers are now more used to having video conferences with vendors and a remote business review should be appropriate. o Add more visuals about KPI trends that can lead the customer to a new conclusion / change that they need to make. Benchmarks. Benchmarks. Lessons learned.

Benchmark 64

Benchmark Upselling Best practices Surveys 64

Totango

FEBRUARY 10, 2021

To put your goals of promoting customer success into action, you can define benchmarks that measure success in quantifiable terms. Defining desired outcomes enables you to establish benchmarks that can be used to measure customer success. Blog posts with tips addressing common concerns. Demonstrations.

Customer retention 85

Customer retention Journey mapping Benchmark SaaS 85

GetFeedback

FEBRUARY 17, 2020

To benchmark yourself, an “excellent score” for the high tech industry is 59, and anything above 70 is considered world-class. On the rating system, users who select 9 or 10 on the survey are Promoters, as shown in green. Optimize (the survey experience). Optimize your survey experience. Act (take intelligent action).

Surveys 78

Surveys Feedback Benchmark Accountability 78

GetFeedback

FEBRUARY 7, 2020

It’s been around for a long time and can be a great way to benchmark your customer service against other similar companies. Pro Tip: Here at GetFeedback we recommend always sending out CSAT surveys immediately after a customer interaction. Survey customers immediately after an interaction through their preferred channel.

Surveys 79

Surveys Customer effort Feedback Customer Experience 79

NICE inContact

APRIL 30, 2019

That’s what we discovered upon completion of our 2019 NICE inContact Customer Experience (CX) Transformation Benchmark , business wave. We surveyed more than 900 contact center leaders across the US, UK and Australia, asking them their opinions about various aspects of the customer service experience, including AI.

Benchmark 59

Benchmark Chatbots Contact Center Analytics 59

Stafford Communications

MAY 12, 2020

There have been many books written on survey question design, so we won’t go into that. With a universal question format and scale, NPS is one of the few satisfaction measures where it’s fairly easy to find benchmarks or to compare data with other brands. So it’s not as easy to benchmark yourself with other organizations.

Benchmark 52

Benchmark Healthcare Contact Center Customer Care 52

NICE inContact

JUNE 26, 2019

We reported in the 2018 NICE inContact Customer Experience (CX) Transformation Benchmark that 91% of consumers expect a seamless omnichannel experience. To find out, we surveyed over 900 contact center decision makers. The post Digital Omnichannel: Most Businesses Aren’t Where They Need to Be appeared first on NICE inContact Blog.

Benchmark 59

Benchmark Contact Center Surveys Customer Experience 59

Fonolo

SEPTEMBER 19, 2017

One of our goals with the Fonolo blog is to help you stay current on the many aspects of the fast-moving contact center industry. To that end, we’re always on the look-out for new industry research, studies, surveys and whitepapers. Methodology: “[we]… surveyed over 100 customer service leaders. Who wrote it: The Incite Group.

Call Center 89

Call Center Contact Center B2C Surveys 89

PeopleMetrics

FEBRUARY 25, 2022

Market research is time-bound and focuses on specific strategic questions through surveying small samples of customers and one-way communication. Here are a few trends we're seeing : Increased investments in AI technology, like text analytics and automated service recovery, to streamline elements of the CX process. Back to Top.

Customer Experience 71

Customer Experience Journey mapping Feedback Metrics 71