Looking for resources on industry benchmarking for Case Deflection and Escalation

FalahRajput

I am currently interning in the Value Consulting department at Coveo, and conducting a project on industry benchmark across Support Services.

I am on the hunt for data on support metrics (like case deflection, case escalation etc.) by industry, say finance or healthcare. Most of the resources we have been able to locate are industry-agnostic.

Would love any pointers where I could find anything!!

[Deleted User]

Hi @FalahRajput! Since you're already a member of the Support Services research practice, you can access these data points directly if you've benchmarked in the last 18 months.

Case Deflection:

https://www.tsia.com/members/tools/benchmark-data?PracticeName=Support%20Services&ModuleName=Self-Service&StatName=Support%20Services%20Case%20Deflection%20Measurement

Incident Escalation:

https://www.tsia.com/members/tools/benchmark-data?PracticeName=Support%20Services&ModuleName=Assisted%20Support&StatName=Support%20Services%20Incident%20Escalation

However, there is a much more detailed benchmark readout experience that also includes context on industry peer data. If you haven't benchmarked in the last 18 months, just click "Ask a Research Executive" on the right to submit a research inquiry and get the data you're looking for.