Customer expectations continue to climb in our increasingly information-intensive and hyper-competitive world, and organizations are stepping up in response. The uptick in customer satisfaction1 recorded in 2018 is a welcome break from the downward trend that began in 2015, the first year we published benchmark data.
This increase of 2.42% in customer satisfaction from 2017 to 2018 signals a hopeful changing of tides. Facing rising demand for personalized, meaningful interactions and seamless, ‘everychannel’ experiences, organizations are rolling up their sleeves to meet and exceed customer expectations. We’re still off the 2015 peak but the reversal in direction is significant and deserves celebration.
Customer Satisfaction and Rating by Team Size, 2018
When segmented by team size, our findings show that teams in the range of 11 to 25 agents and 26 to 50 agents are lagging behind other segments. As shown below, this could be the result of this segment having both the highest chat volumes and the shortest chat durations. They’re spending less quality time on more chats, causing their satisfaction score to degrade.
Lower CSAT and rating scores for teams of 1 to 5 agents are to be expected, as this tier is less likely to have agents 100% dedicated to live chat, and may also boast less mature customer experience practices.