Are you a CX Champion?

Benchmark your progress

Measure how well you deliver service excellence compared with 3,250 of your peers. No matter where you land, we’re here to help you reach your full support potential.

Question 1 How would you rate your organization's service metrics and key performance indicators?

Did you know?

87% of your peers are prioritizing a pivot to more conversational customer engagements.

WHERE YOU STAND TODAY

Champion

(All 7 characteristics)

All hail the Champions. You’ve made the commitment and you’re in an elite class of CX teams. According to the ESG survey, your organization is in the top 12% of all customer service teams. The prevalence of Champions (organizations with all 7 characteristics) has increased by 50% compared to last year.

CX maturity characteristics

Your organization has x of 7 CX maturity characteristics

  • Your service team has the right tools
  • Your service team has the right training
  • Your service team has the correct workload
  • Your organization uses customer feedback to evolve
  • Your organization quickly analyzes customer feedback
  • Your organization is on top of your service metrics
  • Your service metrics are up to date

Customer support market trends

Customer service investment is on the rise

  • Globally, the proportion of the market achieving Champion status has increased 50%
  • Globally, 56% of organizations have accelerated CX initiatives over the last 12 months, only 4% have delayed them
  • Agents at Zendesk customers are nearly twice as satisfied as agents using other solutions

Customer support market trends

Customer service investment is on the rise

  • Globally, the proportion of the market achieving Champion status has increased 50%
  • Globally, 56% of organizations have accelerated CX initiatives over the last 12 months, only 4% have delayed them
  • Agents at Zendesk customers are nearly twice as satisfied as agents using other solutions
BENEFITS OF A MATURE CX

Benefits of being a CX Champion

ESG’s research shows that Champions outperform organizations like yours:

1%

faster average first response time

2%

faster total resolution time

3%

higher agent throughput

2.3x

more likely to say the service team is a profit center

12.8x

more likely to outperform satisfaction goals

6.1x

more likely to have significantly increased customer spend in the past year

1%

faster average first response time

2%

faster total resolution time

3%

higher agent throughput

2.3x

more likely to say the service team is a profit center

12.8x

more likely to outperform satisfaction goals

6.1x

more likely to have achieved very positive ROI from CX investments

Don’t fall behind

Reach your full potential