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Function: Customer Support 2020

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

Industry breakdown

  • 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%

Region breakdown

  • North America

    43%

  • Oceania

    25%

  • Europe

    17%

  • Asia

    7%

  • MEA

    6%

  • South America

    1%

Are employees committed to their organizations?

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.

72% of Function: Customer Support employees are engaged

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.

Understanding the engagement questions

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

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).

Which questions matter the most?

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


The factor this relates most closely to is Leadership

Which questions matter the most?

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

How long do people stay?

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
Average Glassdoor ratings

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)

Are staff empowered with results?

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%



  • How does Function: Customer Support compare?

    People in Function Customer Support were much more positive than average regarding Fairness, Diversity, and Belonging.


    Insights data provided by Culture Amp. For a complete overview of 2021 Insights (Culture Amp Platform benchmarks) visit the Culture Amp Support Guide.

    What makes Insights special? Gain a deeper understanding of how they work.

    Learn more about Insights with Culture Amp’s benchmarks

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