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 five core modules:
- Support Services, covering attrition rates; cost per incident; first-contact close rate; multivendor support; quality monitoring; service incident routing; web self-service; and more. A total of 53 questions.
- Customer Satisfaction, covering annual and transaction surveys, including practices, methodologies, and ratings. A total of 36 questions.
- Financials, covering the service business model P&L; service revenue drivers; service strategy; service/support revenue allocations in both bundled and SaaS models; and more. A total of 30 questions.
- Entitlements, covering attach rates; maintenance fees; sales compensation practices; service contract types, level mix, and penetration; time-and-materials practices and rates; and more. A total of 30 questions.
- Demographics, covering business type; market segment revenue mix; product complexity; number of service/support employees; and more. A total of 12 questions.
View the complete list of topics covered in the TSIA Support Services Benchmark.
View a sample list of questions from 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.