Beyond Philosophy

FEBRUARY 6, 2019

It requires more than surveys or changing how you answer the phone. For example, the companies with the best ROI and results to show in Thompson’s survey took a more comprehensive and thorough approach to journey mapping. Recommendation #4: Get feedback from sources other than surveys. The experts agree.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

Nicereply

DECEMBER 28, 2021

Benchmarking CSAT, NPS, and CES: What’s a Good Score to Have? You might be looking at your latest survey results and wondering… Are these good? This is where benchmarking is helpful. By comparing your survey results to other companies, you add context to your scores. How do we compare to our competitors?

Customer Support 98

Customer Support Benchmark outsourcing Business Process Outsourcing 98

Nicereply

AUGUST 14, 2023

Today, with a modern approach to survey clients, we still face the same problems — different types of survey bias. Let’s look at how to avoid the most common mistakes in customer surveys, which lead to nonresponse bias. How can you understand that the survey had a nonresponse bias issue?

Surveys 52

Surveys Benchmark Education Feedback 52

Beyond Philosophy

MAY 9, 2019

When we asked patients in a survey what they wanted from a doctor or how they could improve their experience of seeing the doctor, patients said they wanted the doctor to spend more time with them. They looked at the likelihood of people voting to approve additional taxes to fund education.

Consulting 379

Consulting Consulting Education Benchmark 379

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

MAY 6, 2021

Increasing adoption through product education. Educate them about what your product can do to make sure their expectations are realistic given available resources. Frame their goals in terms of measurable KPIs and benchmarks, which provides transparency about their objectives and enables you to automatically track their progress.

Customer retention 74

Customer retention Best practices Education Benchmark 74

SharpenCX

AUGUST 21, 2023

Measurable — Goals must be quantifiable and include a trackable benchmark to hit. Your plan of attack may look like this: “Send two employee engagement surveys and four quarterly check-in surveys by the end of the year.” Achievable — Safeguard your goals to ensure eventual success. Go big with your goals, but not broke.

Call Center 67

Call Center First call resolution Contact Center Contact center software 67

Solvvy

OCTOBER 25, 2022

Using the CSAT model, you create a survey to determine customer satisfaction in one or more areas of your business. The survey usually asks customers to rate their satisfaction on a scale from 1 to 5. For example, if you suspect website usability is a weakness, you can focus your survey on that issue. . Calculating CSAT.

Surveys 62

Surveys Benchmark Metrics Brand ambassadors 62

HGS

SEPTEMBER 6, 2017

Hospital and health system leaders should evaluate the potential for adapting value-based principles to the patient contact center, and move beyond the quantitative benchmarks as a measure of their efficacy. Education and patient record materials in the system’s EHR and patient portal. All of those measures are important, of course.

Contact Center 113

Contact Center Healthcare Benchmark Airlines 113

CSM Magazine

APRIL 18, 2024

Research bears this out, indicating half of donors surveyed place a high value on personalized acknowledgments for their contributions. Facilitate engaging education and provide resources necessary for all members to become adept at navigating and leveraging the platform.

Customer Support 52

Customer Support CRM Analytics Benchmark 52

RapportBoost

DECEMBER 26, 2018

But, in a related survey, 41% of customers preferred live chat compared to 32% who preferred telephone, and 23% who preferred email. The levels of empathy, humor and situational awareness required to educate, listen and successfully sell a high-value service or product requires humans to lead the conversation.

Benchmark 40

Benchmark Contact Center Chatbots Metrics 40

Beyond Philosophy

JANUARY 28, 2019

Suzy is an educated worker with a family who lives in the suburbs and commutes more than 30 minutes to work every day. 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. Personas are represented by an archetype.

Consulting 348

Consulting Consulting Benchmark Personalization 348

Callminer

OCTOBER 11, 2018

FCR on social/text needs to be amended to first conversation resolution as customers rarely provide all info needed to resolve a query upfront, but measuring this provides a benchmark you can use against other channels. Educating on self-service results in a better customer experience. Back-end conversion rates.

Call Center 561

Call Center Metrics Contact Center Wait times 561

delighted

AUGUST 26, 2022

Organizations calculate employee retention in order to benchmark and monitor their retention rates over time. You can also measure employee turnover by surveying your employees about their intent to stay. In a survey conducted by SHRM , 68% of HR professionals said that recognition was important for employee retention.

Surveys 88

Surveys Feedback Benchmark Management 88

NobelBiz

DECEMBER 19, 2023

The industry benchmark for supervisor escalation is 10% or less . According to a recent survey by McKinsey , one-third of the respondents say their organizations are using generative AI regularly in at least one business function. These data can be organized and analyzed to help better understand what’s happening in the call center .

Call Center 105

Call Center Management Wait times Contact Center 105

Nicereply

NOVEMBER 30, 2021

In fact, the Client WinBack Benchmark Study found that 26% of clients return with a strategic win-back campaign, their customer lifetime value doubles, and the ROI for reactivating past clients is 32X or more. That can easily be done by asking for customer feedback through surveys. What caused you to leave our company?

Surveys 104

Surveys B2C Benchmark Accountability 104

Totango

AUGUST 23, 2017

Customer Success Summit is the industry-leading conference on customer success because it brings together experienced customer success professionals and industry thought-leaders, as well as research institutes for industry benchmarking. Leveraging technology, not labor, to educate the customer, unfold offers, and monitor adoption.

Customer centricity 64

Customer centricity Benchmark Education Analytics 64

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

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 Upselling 104

SharpenCX

SEPTEMBER 8, 2021

Jobvite’s annual Job Seeker Nation survey found that 34% of employees have left a job in the first 90 days at some point in their careers. It’s so hard to gauge how you measure up against expectations without a clear sense of benchmarks and goals. This will keep things varied, but also give consistent education through the early weeks.

Call Center 128

Call Center Coaching Feedback Contact Center 128

Expivia

NOVEMBER 20, 2020

This way we can make marketing decisions based on what the customers say first hand, instead of doing countless surveys. I have received pushback before from using a blanket statement and saying that the benchmark SLA should be 80/30. (80% This way, we can tell if there is an issue with a specific agent, and continue to educate them.

Analytics 98

Analytics Morale Finance Benchmark 98

ClearAction

JANUARY 20, 2018

Four factors that survey participants say have contributed significantly to their MO success: Clarity and consistency across the organization—shared practices, a well-defined road map and enabling infrastructure, reinforced by clear and pervasive communications that keep everyone on the same page. Key Findings. Executive Buy-in and Advocacy.

Marketing 80

Marketing Best practices Benchmark Enterprise 80

C Space

FEBRUARY 2, 2021

In fact, our benchmark data shows that pessimism has a distorting effect on brand perception – with pessimistic customers much more likely to change their view of a brand (and their buying behaviour) if they think it doesn’t “do right”, than optimists. Overwhelmingly, they feel pessimistic (~70% US consumers). The same goes for brands.

Benchmark 52

Benchmark Government Education Metrics 52

Comm100

MAY 20, 2022

adults surveyed now say that they’re online “almost constantly”. Chat and Email Benchmarking Study, they found that “ chat is the highest-scoring channel by a wide margin ”. Pre-chat surveys are also simple but effective live chat tools that help customers feel like their needs are understood. 31% of U.S. Power’s latest U.S.

Wait times 72

Wait times Benchmark Sales Personalization 72

GetFeedback

JUNE 12, 2019

Earlier this year, we explored the ways you can use Net Promoter Score (NPS) survey data to ensure that potential customers are happy at each stage of the buying process. First, map your NPS survey data to each step of the customer journey. Our advice for leveraging your NPS data included two action items.

Surveys 79

Surveys Feedback Benchmark Education 79

ChurnZero

DECEMBER 18, 2020

Hoping to shed light on the current state of Customer Success and its influence within B2B SaaS organizations, ChurnZero along with ESG and Higher Logic, invited Customer Success leaders to participate in a survey to learn more about the top initiatives and issues facing this function today. Customer Success Around the Web.

Chief Customer Officer 87

Chief Customer Officer Finance SaaS Benchmark 87

Connecting the Dots

APRIL 16, 2021

CCMC’s benchmarking of more than 120 companies found that when Quality, Service and Insights are closely aligned, customer satisfaction metrics increased at twice their prior annual rate. [1]. Quality and customer service have become closely allied under the umbrella of Customer Experience and Customer Experience Strategy.

Customer Experience 62

Customer Experience Complaint resolution Benchmark Metrics 62

Global Response

DECEMBER 12, 2022

To collect CSAT data, companies will ask customers—either through a post-purchase or post-service survey, a website popup, or post-phone-call prompt—to rate their satisfaction. So, for example, if 20% of your surveyed customers are Detractors and 50% are Promoters, your NPS score would be 30.

Average Handle Time 62

Average Handle Time Metrics Benchmark Surveys 62

Nicereply

NOVEMBER 16, 2023

For company surveys: What aspects of our culture contribute to your job satisfaction? When to Use Open-Ended Questions Open-ended questions are invaluable tools for diving into meaningful conversations, whether in live discussions or self-paced surveys. What was the most impactful part of today’s meeting?

Feedback 59

Feedback Surveys Benchmark Customer centricity 59

ClearAction

JANUARY 20, 2018

Four factors that survey participants say have contributed significantly to their MO success: Clarity and consistency across the organization—shared practices, a well-defined road map and enabling infrastructure, reinforced by clear and pervasive communications that keep everyone on the same page. Key Findings. Executive Buy-in and Advocacy.

Marketing 66

Marketing Best practices Benchmark Enterprise 66

GetFeedback

NOVEMBER 30, 2018

Actually, according to the 2018 Customer Service Benchmark report , the average live chat response time is just two minutes, whereas the average response time for an email is 12 hours. I have a survey with fields I thought I had set up to sync with Pardot, but I do not see responses in Pardot. Visitor: It is called “Our CSAT Survey!”.

Customer Service 94

Customer Service Surveys Best practices Accountability 94

Education Services Group

DECEMBER 4, 2019

Where previous benchmark surveys have placed customer retention as a business’ highest priority, CRO is an approach that unifies both short-term revenue goals and long-term customer relationships — the core of any Customer Success strategy. And the key to optimizing revenue is Customer Success. What’s Customer Revenue Optimization?

SaaS 59

SaaS Benchmark Customer retention Sales 59

Education Services Group

NOVEMBER 21, 2022

In collaboration with ChurnZero and sponsored by Higher Logic Vanilla and involve.ai , our mission is to support the Customer Success community with reliable benchmarking data that we can all use to better understand where we’re at, where we’re heading, and where we want to go. that have a specialized Customer Success Platform (CSP).

Metrics 98

Metrics Benchmark CRM Technology 98

aircall

JANUARY 5, 2022

According to a TalentLMS and a Workable survey, 72% of technology professionals are thinking about quitting their job over the next 12 months. This could include pursuing formal education and certification programs or even getting hands-on experience through pilot projects. How to Retain Top Tech Talent. across major hubs.

Employee engagement 62

Employee engagement Benchmark Surveys Technology 62

VirtualPBX

JULY 9, 2020

Note how the content is neatly stacked and categorized, making for an easy and educational read! “ 33 percent of buyers surveyed rated the option of live chat during the research stage of their buying journey as one of the top three requirements for a best-in-class supplier.” Use Live Chat to Boost Your Communications Game.

B2B 99

B2B Self service Best practices Virtual Agent 99

Totango

AUGUST 18, 2022

Educating the customer on how your platform can support their business goals. Establishing benchmarks representing progression and completion of onboarding. Designing a post-onboarding survey to incorporate into your customer journey workflow. Provide an onboarding survey after the customer completes their journey.

Journey mapping 92

Journey mapping SaaS Upselling Enterprise 92