This benchmark includes responses from those that work in customer support, often having role titles such as Customer service, Customer Success and Customer Experience.
~4m
Questions answered
in last 12 months
~1k
Organizations
These insights represent ~4m questions answered from ~1k organizations, ranging in size from 0 to 3,300 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
15%
Internet
11%
Information Technology and Services
10%
Financial Services
8%
Nonprofit Organization Management
3%
Marketing and Advertising
3%
Hospital & Health Care
2%
Retail
2%
North America
48%
Oceania
28%
Europe
14%
Asia
6%
MEA
2%
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.
Engagement is defined through these five industry-standard questions from Culture Amp’s engagement survey template.
I would recommend [Company] as a great place to work | 85% 1% above global average |
I see myself still working at [Company] in two years' time | 68% 1% above global average |
I am proud to work for [Company] | 88% 1% above global average |
I rarely think about looking for a job at another company | 59% Same as global average |
[Company] motivates me to go beyond what I would in a similar role elsewhere | 70% 1% below global average |
People within Customer Support are similarly engaged as the overall average.
The highest scoring question for Customer Support had 95% 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 Contribution to Broader Purpose.
People in Customer Support were generally least favourable about Action, and were most negative towards 'When it is clear that someone is not delivering in their role we do something about it' with 17% 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 Customer Support organizations.
I am satisfied with how decisions are made at [Company]
The factor this relates most closely to is Decision Making
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 Customer Support organizations.
1 I am satisfied with how decisions are made at [Company] | 56% favorable Decision Making |
2 I feel like I belong at [Company] | 80% favorable Belonging |
3 I have confidence in the leaders at [Company] | 79% favorable Leadership |
4 The leaders at [Company] demonstrate that people are important to the company's success | 75% favorable Leadership |
5 [Company] really allows us to make a positive difference | 75% favorable Social Connection |
In the short term, 17% of people in this benchmark are thinking of or actually seeking jobs elsewhere (-1% compared to overall) while on a longer time frame, 9% 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 enjoying the work that I am doing | 80% favorable Growth and alignment |
2 I really enjoy the work that I am doing | 80% favorable Progress and Growth |
3 I am satisfied with how decisions are made at [Company] | 56% favorable Decision Making |
Individuals in Customer Support tend to be very similar to the global all industries insights, with no significant departures from the average.
Insights data provided by Culture Amp.
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