Customer Service Quality Benchmark Survey

👋 Hi friends, we need your help.

The world of support is changing and evolving. Teams are adopting new tools and strategies in order to provide world-class support. However, it's hard for them to understand what a "good result" actually looks like:

• 📌 What kind of changes in key metrics like CSAT or IQS can they expect?
• 📌 How do they stack up against other companies in their space?
• 📌 Where can they invest time and resources to make the biggest impact?

So, with your help, we're creating a report to define the baseline for key support quality metrics and draw insights as to what teams can expect to achieve when implementing specific tools or systems.

What's in it for me?

For every filled survey, we'll donate to the charity of your choice. We've picked several causes that are important to the creators of this report: Klaus, Intercom, and the Support Driven community.

• Improving the lives of people affected by poverty or emergencies 👩‍⚕️
  Direct Relief is a humanitarian aid organization, active in all 50 states and more than 80 countries, with a mission to improve the health and lives of people affected by poverty or emergencies – without regard to politics, religion, or ability to pay.
• Bringing stray cats in Estonia to new homes and families 🐈
  Cat charity MTÜ Kasside Turvakodu is a non-profit organisation funded solely by private donations and staffed by volunteers to help abandoned or neglected cats. There are ~200 cats at the shelter who are all waiting for the chance to finally find a home and to be loved by somebody. Cats end up there from the streets of Estonia and spend their time at the shelter until they are found a new home. They are never put down.

If you give us your email address, you'll be the first one to receive the full report.

We're interested in first-hand experiences with keeping up and enhancing support quality. After filling in the survey, you'll have the option to participate in an additional interview. We'd love to include the ideas of thought leaders from various industries in the final report.