<\/span><\/h3>\n\n\n\nObviously, it\u2019s important for your customer service organization to be effective and to impart a positive experience to customers and prospects. The practice of customer service benchmarking within your own organization gives you quantifiable data to assess your support and better align your offerings and processes. Customer service benchmarking reveals areas that need improvement as well as areas where you excel.<\/p>\n\n\n\n
Industry-wide customer service benchmarking lets you know how your customer support organization is performing compared to others you compete with or exist among. It defines the status quo and gives you a gauge for where you should be.<\/p>\n\n\n\n
Customer service benchmarking relies upon knowing which key performance metrics (KPIs) are important in the first place. Here are some of the top KPIs to look for in customer service benchmarking:<\/p>\n\n\n\n
\n- Customer Satisfaction Score (CSAT)<\/strong> is usually represented as a percentage. It\u2019s based on a question posed to customers that reads something along the lines of \u201cOn a scale of 1\u201310, how satisfied were you with your most recent support interaction?\u201d<\/li>\n\n\n\n
- Net Promoter Score (NPS)<\/strong> is a common metric for measuring customer loyalty. It divides your customers into those who promote your brand, those who are neutral, and those who are detractors, using a question like \u201cBased on X experience, how likely are you to recommend Brand Y?\u201d<\/li>\n\n\n\n
- Customer Effort Score (CES)<\/strong> is a score of how hard the customer had to work to resolve their issue through any customer service channel.<\/li>\n<\/ol>\n\n\n\n
These are just a few of the metrics commonly used in customer service benchmarking. Some others might be average time to first response, average time to response, average time to resolution, and more.<\/p>\n\n\n\n