What industry are you in?

Benchmarks only help if you compare the right metric against the right peer set. Comparing a B2B SaaS support team’s CSAT against a consumer ecommerce team’s CSAT is misleading — different ticket complexity, different customer expectations, different operating models. This tool lets you select your industry, company size, and channel mix, then shows where you sit against peers on the metrics that actually drive cost and customer experience: cost-per-ticket, first response time, full resolution time, CSAT, first-contact resolution, and automation rate.

We pull benchmark data from the major industry reports — Zendesk CX Trends, Klaus AI Quality Report, Surveypal, Talkdesk, Intercom — and normalize them so the comparisons are apples-to-apples. Each metric shows a percentile range (25th, 50th, 75th) so you know whether you’re lagging, matching, or leading. For each metric, we also explain what drives the gap and the typical playbook for closing it — usually some mix of automation, knowledge base investment, and workflow redesign.

• Industry-segmented benchmarks (SaaS, ecommerce, fintech, healthcare, mobility, more)
• Company-size cohorts so you compare against true peers
• Cost, speed, quality, and automation metrics in one view
• Playbooks for closing the gap on the metrics you lag