www.tsia.com

TSIA Benchmark Key Trends

Support Services

www.tsia.com

TSIA Membership Offers the Unique Opportunity…

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

www.tsia.com

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.

3

www.tsia.com

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

www.tsia.com

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

www.tsia.com

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

www.tsia.com

Benchmark your support services…

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

7

www.tsia.com

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

www.tsia.com

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