Customer Service Still Gets a Failing Grade


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Since 2011, Interaction Metrics has been benchmarking the national quality of customer service. We call this our Quality of Customer Interaction (QCI™) Score. As of September, 2013, the score is 54 out of 100; in other words, customer service gets a failing grade. Read about our methodology here.

As we’ve mentioned before, other indices point to a similarly bleak state of customer service proving that customer service needs improvement. For example, the best companies in the world only reach a 60 Net Promoter Score®. And the current average ACSI (American Customer Satisfaction Index) score, which takes all aspects of satisfaction into account, hovers around 75.

How could customer service improve? One thing we’re seeing in our customer service audits is that associates need to work on being more proactive with customers. For example, explaining the value of their product or service without being asked, or making sure to ask the customer clarifying questions so the conversation can be tailored to the customer’s particular situation. Read more about how to put this in to place with our How to Improve Customer Service 5 Point Plan.

Improve your customer experience with Interaction Metrics. Start with our Free Solutions at

Republished with author's permission from original post.

Martha Brooke
Martha Brooke, CCXP + Six Sigma Black Belt is Interaction Metrics’ Chief Customer Experience Analyst. Interaction Metrics offers workshops, customer service evaluations, and the widest range of surveys. Want some ideas for how to take your surveys to the next level? Contact us here.


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