Current State of Customer Service: 54%


by Martha Brooke | January 21, 2014

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Since 2011, Interaction Metrics has tracked the quality of customer service and published the cumulative Quality of Customer Interaction (QCI™) Benchmark Score. As of Dec. 31, 2013, the score is 54 out of 100. Read about our methodology below.

As we’ve pointed out in prior posts, other indices suggest that customer service needs improvement. For instance, Satmetrix finds that the best companies in the world only reach a Net Promoter Score® of 60.

How could customer service improve? One trend we are seeing in our customer service evaluations is that customers come to companies with a lot more information than they have in the past. This sets the training bar for associates higher than ever. Strategic planning and branded content are necessary for associates to manage these increasingly complex customer interactions efficiently.

Methodology:
Our Quality of Customer Interaction (QCI™) Benchmark is a cumulative average based on 123 unique companies audited between 2011 and the present who had never previously received Interaction Metrics’ recommendations for how to improve their customer service. The QCI™ Benchmark represents the performance of both large and small companies, and is updated quarterly.

Each company’s QCI™ Score is based on the 4 dimensions of customer service: information, connection, timing, and brand differentiation. Our expert Customer Experience Analysts read and listen to complete customer interactions. Since no two customer experiences are alike, our scores are based on criteria specific to particular companies and the different kinds of customers and interactions they have.

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