@tservicecouncilwww.servicecouncil.com | Boston, MA|

2017Customer Support

& Experience Benchmark

Results

Performance Metrics

1

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

Customer Support and Experience

–Results (40 Organizations)

TSC-C

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

MetricsTSC-C

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)

IdeaShareWebcast

2017 Smarter Services Symposium

Sept 11-13 in Chicagowww.servicecouncil.com/symposium2017