The customer support benchmark includes responses from only people who work within this specific function group. These people had role titles such as Customer service, Customer Success and Customer Experience.
~3m
Questions answered
in last 12 months
~850
Organizations
These insights represent ~3m questions answered from ~850 organizations, ranging in size from 0 to 7,500 people, in the last 12 months.
The data meet our criteria as being robust and reliable; unlikely to substantially change over time; and representative of the wider industry. Read more about the methodology.
Data provided by Culture Amp
Computer Software
24%
Information Technology and Services
9%
Internet
6%
Insurance
3%
Investment Banking
3%
Non-Profit Organization Management
3%
Financial Services
3%
Hospital & Health Care
3%
Wholesale
3%
Food & Beverages
2%
Investment Management
2%
Retail
2%
North America
43%
Oceania
25%
Europe
17%
Asia
7%
MEA
6%
South America
1%
Engaged people are emotionally committed to their organization. These people stay at their organizations longer and are more productive and effective. Successful organizations have more engaged employees.
This is in the top 42% compared with other job functions.
The average eNPS score for people in this group is 20 and is in the top 27% compared with the overall average.
Engagement is defined through these five industry-standard questions from Culture Amp’s engagement survey template.
I rarely think about looking for a job at another company | 57% 2% above global average |
I would recommend [Company] as a great place to work | 84% 2% above global average |
I see myself still working at [Company] in two years' time | 65% 2% above global average |
[Company] motivates me to go beyond what I would in a similar role elsewhere | 70% 1% above global average |
I am proud to work for [Company] | 86% Same as global average |
People within Function Customer Support are more engaged than Function Design & Creative. People within Function Customer Support are less engaged than Function Leadership.
The highest scoring question for Function Customer Support had 92% of People agreeing that they understand how their work contributes to [company]'s mission (+2% compared to overall) while they were generally most positive about Management.
People in Function Customer Support were generally least favourable about Action, and were most negative towards 'I have seen positive changes taking place based on recent employee survey results' with 14% of people disagreeing (+0% above average).
Different things are important to different cultures. If you want to make more of your people engaged then you need to know what is important your people. These questions are most important to keeping people engaged in Function: Customer Support organizations.
The leaders at [Company] demonstrate that people are important to the company's success
The factor this relates most closely to is Leadership
Different things are important to different cultures. If you want to make more of your people engaged then you need to know what is important your people. These questions are most important to keeping people engaged in Function: Customer Support organizations.
1 The leaders at [Company] demonstrate that people are important to the company's success | 71% favorable Leadership |
2 [Company] is a great company for me to make a contribution to my development | 73% favorable Learning & Development |
3 I have confidence in the leaders at [Company] | 74% favorable Leadership |
4 The leaders at [Company] have communicated a vision that motivates me | 68% favorable Leadership |
5 I am satisfied with how decisions are made at [Company] | 50% favorable Decision Making |
In the short term, 20% of people in this benchmark are thinking of or actually seeking jobs elsewhere (+0% compared to overall) while on a longer time frame, 11% of people see themselves leaving within two years (-1% compared to overall).
The following questions had the biggest impact on whether individuals felt that they were planning to stay at their organization and not actively looking for alternative jobs.
1 I am satisfied with how decisions are made at [Company] | 50% favorable Decision Making |
2 The leaders at [Company] demonstrate that people are important to the company's success | 71% favorable Leadership |
3 I am happy with my current role relative to what was described to me | 73% favorable Alignment & Involvement |
We’ve connected the employee feedback data for each company included in the benchmark with ratings from Glassdoor.com, which is one of the world’s largest job and recruiting sites combined with a growing database of company reviews, CEO approval ratings and more.
Overall Rating | 3.8 stars (+0) |
Culture and Values | 3.8 stars (-0.1) |
Work Life Balance | 3.9 stars (+0.1) |
Compensation and Benefits | 3.7 stars (+0.1) |
Career Opportunities | 3.5 stars (+0) |
Recommend to Friend | 71.0% (+0) |
CEO Approval | 86.0% (+2) |
Organizations in the Function: Customer Support benchmark on average gave 9% of employees access to reports with their survey results. This is below the overall average of 10% and demonstrates that organizations in this benchmark are more likely to share via offline and traditional formats.
An interesting reference point is that the average proportion of managers in organizations is 12-15%, with some industries higher than others (New Tech was closer to 20%).
Global average
10%
Function: Customer Support
9%
People in Function Customer Support were much more positive than average regarding Fairness, Diversity, and Belonging.
Insights data provided by Culture Amp.
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