Today, almost half of all companies struggle to meet their response time targets, across all channels.
The reality is often more mixed than the objectives set. This is what easiware's benchmark shows. Indeed, brands set ambitious targets that almost half of them fail to fill, regardless of the channel used. On the phonefor example, where 60% of companies set themselves a response time of less than or equal to 30 secondsonly 60% succeed. As for social networks, where the delay is less than or equal to 4 hours (for 41% brands) on Facebookand less than or equal to 30 minutes (for 37% brands) on Twitteralmost half achieve their objective.
KPI: Are companies meeting their targets?
Example of response time: objectives and reality
Telephone: 60% of brands have a target of 30 seconds or less
60% achieve their goal
Email: 66% of brands have a target of 24 hours or less
57% achieve their goal
Facebook : 61% of brands have a target of 4 h or less
54% : achieve their goal
Forms : 61% of brands have an objective of 24 hours or less
60% : achieve their goal
Twitter: 37% of brands have a target of 30 minutes or less
52% achieve their goal
The average customer satisfaction rate achieved
41% of brands achieve a satisfaction rate higher than 90%
35% of brands have a satisfaction score between 90 and 75%
20% of brands have a satisfaction score between 75 and 50%
4% of brands obtain a satisfaction score that is less than 50%
KPIs for measuring advisor performance
The most closely watched indicators are the number of requests processed per day (24%), average processing time (18%), picking (12%) and satisfaction rate per advisor (11%).
