Friday, May 9, 2008

2008 Customer Service Survey & Results

Here is an interesting read taken this year regarding Customer Service and Support trends in 2008. This company surveyed approx. 100 companies, and I thought that some of the data would prove to be useful as we finalize our Service and Support Model.

Key Findings were as follows:

Customer Support Channels

  • More than half (56%) of the companies managed to integrate at least some of their channels, whether it was multiple channel queuing into 1 interface, or having a common knowledge repository.

  • 53% of customers had some Knowledge Manage Strategy in Place.

  • 45% used Email Management while 24% used chat.

  • Another trend worthy of mention was the increase in the utilization of Customer Support Forums.

Phone SLAs

  • A Majority (46%) of survey respondents indicated that their average abandon rate on phones is between 1 - 5%. This is what we agreed to in our service model.

  • 37% of respondents answer their phones on average of 5 - 15 Seconds.

  • 21% answer their phones within 16 - 30 Seconds.

  • 12% answer in less than 5 Seconds on the phone.

  • Average hold times were very interesting as well. Approximately 39% have hold times of less than 1 minute for phone based support.

  • 25% indicated that their customers experience a hold time of 1 - 2 minutes.

  • Average Speed of Answer for email Support was also an interesting figure with 36% of companies answering within 1 and 6 hours. 26% Less than 1 Hour, and 14% are between 12 and 24 hours.



Unknown said...

This is a very relevant article for anyone interested in measuring customer satisfaction and customer loyalty. Especially the automation part I find quite interesting and relevant
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Britney Palmer said...

I found your post comments while searching Google. Very relevant especially as this is not an issue which a lot of people are conversant with.
Customer Survey