Get instant, anonymous benchmarking against 13,863+ companies. See exactly where you stand with credible data from the world's largest support performance database.
8,000+ companies already measured. Growing daily. Refreshed quarterly.
Unlock your benchmark position against 13,863 companies in our comprehensive Index. Discover where you stand and what it means for your support excellence.
100% anonymous • No signup • Instant results
Data updated recently • anonymized & reproducible
Analysis of 9726 customer support responses across all industries
Quality distribution in our Customer Support Index: This distribution shows where your support quality stands relative to 9,726+ companies in our Index. Most organizations cluster in the 5-7 range, while exceptional companies (scoring 8+) represent the top quartile of our Index. Benchmark against our Index to set realistic improvement targets and see exactly how you compare to industry leaders building the future of customer support.
894
Score 7+ out of 10 (9.2%)
n=9726 | window=current dataset
1061
Score 5-6 out of 10
n=9726 | window=current dataset
7304
Score below 5 (75.1%)
n=9726 | window=current dataset
n=9726 | window=current dataset
Real-time analysis of 9259 customer support response times
Response time benchmarks in our Customer Support Index: Speed is a critical benchmark metric in our Index of 9,259+ interactions. Companies responding within 4 hours consistently rank in the top quartile of our Index, while those taking over 24 hours struggle with customer satisfaction. Compare your response times against our Index to see where you stand and unlock the speed advantage that separates industry leaders from the rest.
4278
Under 1 hour
Lightning fast
n=9259 | window=current
1180
1-4 hours
Quick response
n=9259 | window=current
1430
Same day
Within 24h
n=9259 | window=current
2371
Multi-day
Over 24 hours
n=9259 | window=current
Fastest Response
Under 1 hour
n=9259 | window=current dataset
Most Common
Under 1 hour
4278 responses
n=9259 | window=current dataset
How different communication tones impact customer satisfaction across 9257 analyzed responses
Why tone matters in our Customer Support Index: Communication tone is one of the strongest predictors of customer satisfaction in our Index of 9,257+ interactions. Companies using empathetic, warm communication consistently outperform those with distant or cold tones by up to 40% in satisfaction scores. See how your team's tone profile compares to thousands of companies in our Index and unlock opportunities to join the top performers.
Warm tone achieves the highest satisfaction with 8.0/10 average score
2.1% of responses
Empathetic and caring responses
19.5h
195
n=9257 | window=current dataset
8.4% of responses
Approachable and helpful tone
32.1h
778
n=9257 | window=current dataset
26.5% of responses
Formal and efficient communication
24.4h
2454
n=9257 | window=current dataset
42.1% of responses
Detached but correct responses
30.4h
3900
n=9257 | window=current dataset
20.8% of responses
Impersonal and brief communication
29.1h
1930
n=9257 | window=current dataset
Warm
Fastest average response time
n=9257 | window=current dataset
Distant
Most frequently used tone
n=9257 | window=current dataset
6.9
Points between best and worst
n=9257 | window=current dataset
Companies that respond in the customer's language see dramatically better outcomes across all support metrics
Language matching in our Customer Support Index: Language alignment is a critical benchmark metric in our Index of 9,257+ interactions. Companies responding in the customer's preferred language achieve 35% higher satisfaction scores and 42% better response rates compared to the Index average. Benchmark your global support capabilities against thousands of companies and discover how language matching can elevate your performance in our Index rankings.
59.8%
Match Rate
n=9257 | window=current dataset
8.2/10
Avg Quality Score
n=5532 | window=current dataset
5.9/10
Avg Quality Score
n=3725 | window=current dataset
+35%
Higher satisfaction scores when support responds in the customer's language
n=9257 | window=current dataset
+42%
More likely to receive positive feedback when language preferences are respected
n=9257 | window=current dataset
+28%
Increase in overall satisfaction when customers feel understood in their native language
n=9257 | window=current dataset
Leading global companies maintain multilingual support teams and use AI-powered translation to ensure every customer feels heard in their preferred language.
n=9257 | window=current dataset
Only 60% of companies respond in the customer's language — a massive opportunity for differentiation
Share of support responses by provider across our Customer Support Index
Provider performance in our Customer Support Index: Our Index tracks performance across all major support platforms and providers. Different providers show distinct performance patterns, with some consistently delivering higher satisfaction scores and faster response times. Benchmark your provider choice against our Index data to see how platform selection impacts your support performance and customer satisfaction rankings.
n=9726 | window=current dataset
n=9726 | window=current dataset
Deep analysis of 9726 customer interactions across all industries
Customer care benchmarks in our Customer Support Index: Empathy and personalization are key differentiators in our Index of 9,726+ interactions. Companies showing genuine empathy and personalization consistently outperform the Index average by 40%+ in customer satisfaction. Benchmark your care metrics against our Index to discover how human connection can elevate your support performance and build stronger customer relationships.
n=9,726 | window=30d
Shows Empathy
1,079
11.1% of responses
30d window | n=9,726
Personalized
1,902
19.6% of responses
30d window | n=9,726
Answered Question
776
8.0% of responses
30d window | n=9,726
Acknowledged Issue
989
10.2% of responses
30d window | n=9,726
Offered Escalation
559
5.7% of responses
30d window | n=9,726
Personalization Score
2.2/10
22% score
30d window | n=9,726
11.1%
Only 11.1% of responses demonstrate genuine empathy
19.6%
Just 19.6% use customer's name for personalization
8.0%
Actually answer the customer's question directly
n=9,726 | window=30d
Analyzing support performance from 11706 companies we contacted reveals distinct behavioral patterns
Performance tiers in our Customer Support Index: Our Index reveals five distinct performance tiers, from Elite performers to companies that never respond. Only 1% achieve Elite status in our Index, while 38% never respond at all. Benchmark against our Index to see which tier your support belongs in and unlock the strategies that separate industry leaders from the rest.
38%
Never respond
n=14857 | window=current
8.0%
Answer questions
n=9726 | window=current
2.7/10
Avg quality score
n=9247 | window=current
1.1d
Avg response time
n=9247 | window=current
Top performers
n=164 | window=current
Above average
n=677 | window=current
Typical performance
n=1013 | window=current
Needs improvement
n=7393 | window=current
Did not respond
n=5610 | window=current
38%
Of contacted companies never respond
10.2%
Actually acknowledge the customer's problem
1%
Achieve elite performance status
n=14857 | window=current dataset
| Performance Tier | Companies | % of Total | Avg Quality | Avg Response Time | Key Characteristics |
|---|---|---|---|---|---|
Elite | 164 | 1.1% | 8.3/10 | 30m | Human touch, Empathetic, Thorough responses |
Good | 677 | 4.6% | 7.5/10 | 1.3d | Balanced approach, Personalized, Timely |
Average | 1013 | 6.8% | 5.5/10 | 1.1d | Mixed automation, Standard responses, Acceptable delays |
Below Average | 7393 | 49.8% | 1.8/10 | 1.1d | Mostly automated, Generic replies, Long delays |
No Response | 5610 | 37.8% | 0.0/10 | - | Never replied, Ignored customer, Zero engagement |
n=14857 | window=current dataset
Discover how to elevate your support performance with personalized insights and a clear roadmap to excellence. Get your custom ROI forecast and implementation strategy.
Choose your preferred time below
No credit card required • 100% free consultation • Cancel anytime