@tservicecouncilwww.servicecouncil.com | Boston, MA|
2017Customer Support
& Experience Benchmark
Results
Performance Metrics
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Value
BENCHMARKYOUR PERFORMANCE INKEY FUNCTIONAL ANDSTRATEGIC AREAS VIA ANASSESSMENT AVAILABLEPOST-BENCHMARKSURVEY.
ATTENDEVENTS FOROVERALLKNOWLEDGE ORSPECIFIC TOYOUR AREA OFINTEREST
REVIEW CONTENT AND INSIGHT FROMOUR ANALYST TEAM
TSC
CONNECT WITH ACOMMUNITY OF LIKEMINDEDPROFESSIONALS ANDTSC-RECOGNIZEDSUBJECT MATTEREXPERTS
MARGIN54%
ACCESSRESEARCH DATATIED TO YOUR RESEARCHGROUP AND MORE. THEDATA WILL ALSO BEPRESENTED THROUGH THELENS OF THOSE WITH THETOP PERFORMANCEMETRICS
2
3
4
5
TSCResearch
Groups (Service Councils)
Safety
L
S
W
F
T
P
C
D
Note: Research Topics might overlap across research groups. SM
Workforce & Talent
Field Service
Technology
Parts
Customer Experience
Data
Sales and Marketing
Leadership and Strategy
TSC
2017
About Survey2017(Still Live)- 40 respondents
- By Revenue- <$100m – 18%- $100m-$1b – 22%- $1b+ - 60%
- Regional Focus (Survey):- North America – 77%- Global – 23%
- Industries- Healthcare/Medical- Software/Hardware- Construction- Industrial Manufacturing
S
Planned Output
TSC
FSTSC-C
2017
About the Project
- August – Sept 2017
Question: What was your CSAT score in 2016?Source: TSC Data June 2017
TSC-C
2017Customer
SatisfactionPERCENT OF CUSTOMERS SATISFIED–
2016
85%ANALYST NOTE:
CSat numbers (as measured by percentage of customers satisfied) rose slightly from 2015 results and organizations have extremely aggressive targets for Csat growth in 2017.
2015 Actual – 83%2017 Goal – 90%
Question: What was your customer retention performance in 2016?Source: TSC Data June 2017
TSC-C
2017Customer Retention
CUSTOMER RETENTION – 2016
82%ANALYST NOTE:
Customer retention numbers were mostly flat vs. 2015. As seen with Csat, there is a desire to see a significant improvement in customer oriented numbers in 2017.
2015 Actual – 82%2017 Goal – 85%
TSC-C
2017Net Promoter
ScoreORG NPS (RELATIONSHIP) - 2016
59 ANALYST NOTE:
Numbers for Org NPS:
2015 Actual – NA2017 Goal – 59Numbers for Service and Support NPS:
2015 Actual – 532017 Goal – 62
SERVICE AND SUPPORT NPS – 2016
61Question: What was your NPS performance in 2016?
Source: TSC Data June 2017
Question: What was your first-call resolution rate in 2016?Source: TSC Data June 2017
TSC-C
2017Ops – First-Call
ResolutionFIRST-CALL RESOLUTION – 2016
70%ANALYST NOTE:
Organizations indicate that 65% of incoming service requests come via the phone. Of those requests, we see nearly 7 out of 10 area resolved on a first-call basis.
2015 Actual – 73%2017 Goal – 72%With regards to requests on the phone, there is an increased intention to reduce the proportion of requests coming in via the phone. While 65% of requests originated on the phone in 2016, organizations would like to see that number drop to 60% in 2017.
Question: How did you do in meeting your service level goals in 2016?Source: TSC Data June 2017
TSC-C
2017Ops – Svc Level
AttainmentSERVICE LEVEL ATTAINMENT – 2016
83%ANALYST NOTE:
On average the service level goals established by organizations are:
- Answering 90% of calls within 4 minutes (actual 215 seconds). Removing some of the major outliers brings this down to 67 seconds.
2015 Actual – 84%2017 Goal – 87%
Question: What was your call abandon rate in 2016?Source: TSC Data June 2017
TSC-C
2017Ops – Abandon
RateCALL ABANDON RATE – 2016
17%ANALYST NOTE:
We measure abandon rate as percentage of calls abandoned before a live connection.
2015 Actual – 19%2017 Goal – 14%
AVERAGE RESULT
2015 303 sec
2016 273 sec
2017 Goal 331 sec
TSC
FT Data Average Handle TimeMeasured as Talk Time + Hold Time + After Call Work Time
Source: TSC Data June 2017
TSC-C
2017
TSC
FT Data Email Performance Metrics90% of organizations offer support via email.
Source: TSC Data June 2017
TSC-C
2017
METRIC 2015 AVERAGE
2016 AVERAGE 2017 GOAL
Resolution in First Email 51% 68% 65%
Escalation Rate (Raisedto Other Channel)
23% 40% 18%
Replies per ticket NA 2.25 1.45
LIVE CHAT
21%TEXT OR OTHER MESSAGING
12%SOCIAL MEDIA
20%
Source: TSC Data June 2017
Offer Support via: (Percentage that Do)
TSC-C
2017
Survey (Ongoing)Drive to 50 Benchmarked OrganizationsSData Published (August)- 2017 Priorities- KPI Results- Business Capabilities- Service Champion Results (July)
TSC
FSTSC-C
2017
What’s Next
D
Research Published (August-Sept)- Summary Report- Key Takeaways- Champions Report- Champions Guides (How-To)
R
C Q1 2017 Q2 2017 Q3 2017 Q4 2017
Q4 2016: CEX NEXT FRONTIERSURVEY: DEC 2016OUTPUT: Q1 2017
Q1/Q2 2017: CEXBENCHMARKSURVEY: MAR 2017OUTPUT: Q2 2017
FOCUS KPIS:- NPS- EFFORT- CSAT- RETENTION- LOYALTY
OTHER AREAS:- INITIATIVES AND INVESTMENT AREAS- CHALLENGES
Q4 2017: PERSONALIZATIONSURVEY/INTERVIEWS: OCT 2017OUTPUT: Q4 2017
FOCUS: IDENTIFY STEPS TAKEN BY SERVICE ORGANIZATIONS TO PERSONALIZE INTERACTIONS WITH THEIR CUSTOMERS.
TOPICS: PERSONAS, INTERACTION CHANNELS, INFORMATION SHARING
Q2/Q3 2017: VOC -CUSTOMER EFFORTSURVEY/INTERVIEWS: MAY 2017OUTPUT: Q2/Q3 2017
FOCUS: TO UNDERSTAND HOW VOICE OF THE CUSTOMER DATA IS BEING USED TO IMPROVE THE CUSTOMER EXPERIENCE
TOPICS: VOC, RESPONSE RATES, CUSTOMER EFFORT, UNSTRUCTURED VS. STRUCTURED DATA
SMARTER SERVICES SYMPOSIUMLIVE: SEPT 11-13
Q1 2017 Q2 2017 Q3 2017
JULY
SEPTEMBER
AUGUST
N –NONE SCHEDULED
9 –CSAT, NPS, CUSTOMER EFFORT – WHAT MAKES SENSE? (C)
21 –SYMPOSIUM POST-EVENT (ALL)
28 –MOBILITY TRENDS FOR THE FIELD SERVICE ENTERPRISE (F)
27 –COMBATTING AN AGING WORKFORCE (W. FS)
N –NONE SCHEDULED (SMARTER SERVICES SYMPOSIUM)
29 –IMPROVING WORKER SAFETY: NEW TOOLS & STRATEGIES (S)
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