SUPPORT SERVICES BENCHMARKING
TSIA delivers the most comprehensive benchmark in the industry for support services organizations. The TSIA Support Services Benchmark helps members:
- Understand how their support services practices and business outcomes stack up against the industry and peer groups.
- Gain perspective on their support services business challenges. Are they unique? Are others facing the same challenges?
- Justify below-the-line investments in selling, marketing, services engineering, and service operations.
- Defend hiring and resource management decisions.
The TSIA Support Services Benchmark addresses a broad range of practices, results, and support operational metrics in nine modules:
- Demographics, covering business type, geography, market segment revenue mix, and more. A total of 8 questions.
- Support Fundamentals, covering customer-to-support personnel ratio, length of warranty, social media tools and metrics, and more. A total of 12 questions.
- Service Financials, covering corporate allocations, cost per chat incident, revenue-to-customer ratio, and more. A total of 11 questions.
- Talent Management, covering involuntary attrition rate, labor rates (by level), training days per year, and more. A total of 8 questions.
- Customer Satisfaction, covering support rep CSAT compensation, annual survey response rates, average CSAT scores, and more. A total of 23 questions.
- Sales & Marketing, covering average discount amount, initial attach rate, renewal rate, and more. A total of 18 questions.
- Assisted Support, covering incident-to-employee ratio, quality monitoring methods, web service portal response time, and more. A total of 23 questions.
- Self Help, covering dedicated knowledge authors, deflection rate, forum monitoring, and more. A total of 10 questions.
- Outsourced Service Management, covering standard operating procedures, SLAs, cost savings, and more. A total of 5 questions.
View the complete list of topics covered in the TSIA Support Services Benchmark. To view the complete list of questions in the TSIA Support Services Benchmark, please contact your membership development director, or email us.
Once a member has completed the Support Services Benchmark survey, the TSIA research team analyzes the data and provides a 90-minute detailed “Benchmark Review” for the member organization. The Benchmark Review highlights comparisons to industry and peer group performance on critical support services business practices, operating metrics, and financial outcomes; key insights regarding areas of potential over- or under-investment; and recommendations for the adoption of common and “best” practices where indicated.
For more information about the TSIA Support Services Benchmark, please contact your membership development director, or email us.