Benchmark research studies full#
Benchmark research studies download#

UX benchmarking involves running a set of iterations of the same summative study (called a benchmark study) on various product versions, with each iteration aiming to capture the UX of the current version of the product. The answer to that question is usually provided by UX benchmarking, a practice that aims to measure and compare the UX of different versions of the product. In this report, we analyzed 1,000 companies.As an organization refines the user experience of a product, a common question is whether the newer version of its product is better than what it had before. The second report analyzed 500 companies. Note:This is the third annual customer service benchmark report published by SuperOffice. Once you finish reading the report, you will be armed with the knowledge to make improvements to your own customer service department and then use the lessons we've shared to create a one of a kind “best in class” support team to help keep more customers.

Benchmark research studies download#

So download the report to learn about the strategies you should be using to improve the quality of service you provide. In fact, based on what we have learned from the study, it looks simple. Here's what customer service experts Shep Hyken, Adam Toporek, Chad Armel, Katharine Giovanni, Jeff Toister, Jeanne Bliss, Jeremy Watkin, Erica Marois, Eric de Haan, Arnout Hellemans, Jan Willem Alphenaar and Leslie O'Flahavan had to say about the report:ĭelivering excellent service to your customers isn’t rocket science. The research shows that a majority of the 1,000 companies in the study are failing to meet customer expectations and costing millions of dollars in lost customers and unnecessary internal follow-up work. The average response time to handle a customer service request is 12 hours and 10 minutes ( Tweet this!).

Benchmark research studies full#

Only 20% of companies are able to answer questions in full on the first reply ( Tweet this!).

97% of companies do not send a follow up email to customers to see if they are satisfied with the response ( Tweet this!).

90% of companies do not acknowledge or inform the customer that an email has been received ( Tweet this!).

62% of companies do not respond to customer service emails ( Tweet this!).

The study shows several alarming trends based on the response of 1,000 companies and a list of best practices based on the top performers. Based on the speed, quality and tone, we scored each response out of 100, where 1 is poor and 100 is excellent. To keep the study simple, we sent one customer service email template to each of the 1,000 companies with two questions.

What others can learn from 'best in class' companiesĪnswering customer emails is a good sign of how companies manage customer support.

How companies manage and respond to customer support requests.

How companies compare to each other in customer service.

When you read the customer service benchmark report, you will learn: The report, which is 25 pages of customer support insight, took several months to complete, and is now available. The Customer Service Benchmark report, is a study of how 1,000 companies handle customer support. With that in mind, we wanted to identify how many businesses actually deliver excellent service. And yet, only 8% of customers believe that they are receiving excellent service – meaning that there are many businesses out there that believe the service they provide to their customers is better than they think. In a 2005 study titled “ Closing the delivery gap”, Bain & Company found that 80% of companies believe they are delivering a superior service. In fact, research has found that 60% of customers are willing to pay more for a better customer experience. To create loyal and happy customers, we have to deliver excellent customer service.

12 customer service influencers share their insights about the new study.

Key findings and take aways from new customer service study.

The SuperOffice customer service benchmark report.