The People & Culture Platform | Culture Amp

Customer Support 2021

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

Industry breakdown

  • 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%

Region breakdown

  • North America

    48%

  • Oceania

    28%

  • Europe

    14%

  • Asia

    6%

  • MEA

    2%

  • 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.

74% of Customer Support employees are engaged

This is in the top 42% compared with other job functions.


Understanding the engagement questions

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

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).

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 Customer Support organizations.

1

I am satisfied with how decisions are made at [Company]

56% favorable


The factor this relates most closely to is Decision Making

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 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

How long do people stay?

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

How does Customer Support compare?

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. 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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