Retently

MARCH 23, 2023

Since not all NPS® data is public, and most brands aren’t eager to publish their low Net Promoter Score, we’ve taken several steps to find reliable customer satisfaction data that we can use to compare brands: Whenever possible, we’ve sourced data from various NPS benchmarks to gain a picture of the general NPS range within an industry.

Net Promoter Score 124

Net Promoter Score Company NPS Effort Score 124

Comm100

FEBRUARY 1, 2023

Lower wait times and faster issue resolutions Research shows that digital channels like live chat are overtaking phone support in popularity, and especially among Gen Z and Millennials. This means that agents can handle multiple chats at once compared to phone calls where only one conversation is possible at a time.

Effort Score 223

Effort Score Wait Times Video Communication 223

Comm100

NOVEMBER 13, 2022

In a 2021 report, 70% of agents surveyed reported feeling overwhelmed. Overall, satisfaction among live chat interactions is exceptionally high, with an average live chat CSAT score of 4.3 If it had been left as it was, acceptance rates and wait times would have been seriously damaged, and complaints rife.

Tools 189

Tools Customer Service Tips Omni-Channel 189

ProProfs Chat

AUGUST 8, 2019

Menu problems have to lead to issues like: Drive through wait-time increased to three minutes and ten seconds. In 2014, Consumer Reports claimed that burgers by McDonald’s taste dead in comparison to other chains. Wait time becoming intolerable. reducing customer wait time. Orders had errors.

Customer Service 51

Customer Service How To Airlines Omni-Channel 51