There’s no single pathway or benchmark that is the be-all and end-all, but there’s a truism: listening to your customers is essential.
Though it sounds obvious, most companies don’t effectively listen to their customers when it comes to customer service.
A recent study found that 99% of companies don’t follow up with their customers after providing customer service to see whether the customer was satisfied with the experience. This explains the gap of why 80% of companies believe they’re delivering superior quality customer service, yet only 8% of customers agree.
The same study also found that:
- 41% of companies don’t answer customer service emails
- Only 11% of companies are capable of first-reply resolution of customer service issues
- The average handle time of a customer service request is longer than 15 hours
To further illustrate the disconnect between what companies think they’re delivering and what their customers think, a new study from Morning Consult shows that businesses most fail to meet consumer expectations for short wait times, fast resolutions, 24/7 availability, and ease of contact.
Unanswered queries, long wait times, and a feeling of being alone are surefire ways to create disengaged and unhappy customers.
Let’s take a look at which benchmarks help paint a better picture of your team’s performance.