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. Today we’re excited to release our new study, the Customer Service Benchmark report, which 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.
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