support services benchmark key trends

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TSIA Benchmark Key Trends

Support Services

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TSIA Membership Offers the Unique Opportunity…

…to benchmark against industry peers so you can identify your strengths and pinpoint where you need improvements.

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Here’s a look at 3 key research trends from TSIA’s Support Services Benchmark Study that can help you make incremental improvements to your business.

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65.6%

Key Research Trend #1

Was the median gross profit margin received from service/support operations in organizations in the most recent fiscal year.

Source: TSIA 2016 SS Benchmark Survey

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4.3 Score

Key Research Trend #2

Is the average customer satisfaction rating companies achieved from their assisted service incident transactional surveys.

Source: TSIA 2016 SS Benchmark Survey

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Channel Preferences

Key Research Trend #3

Today, phone and email are at the bottom of customer preferences. Self-service, chat and forums are at the top.

Source: TSIA 2016 SS Benchmark Survey

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Benchmark your support services…

…with TSIA, and let us show you the proven path to success.

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© Copyright 2016 Technology Services Industry AssociationSource: 2016 TSIA Support Services Benchmark Study

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Not a member yet? No problem! Contact TSIA to learn more about benchmarking opportunities. > Let’s talk

Judith PlatzVP Research, Customer Success and Support Services