TSIA Membership Offers companies with a service organization the unique opportunity to benchmark against industry peers so you can identify your strengths and pinpoint where you need improvements. The Support Services Benchmark Study is one of the many benefits companies enjoy when joining TSIA. www.tsia.com

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TSIA Benchmark Key Trends
Support Services

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TSIA Membership Offers
the Unique Opportunity…
…to benchmark against industry peers
so you can identify your strengths and
pinpoint where you need improvements.

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Here’s a look at 3 key research trends
from TSIA’s Support Services Benchmark Study
that can help you make incremental
improvements to your business.
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65.6%
Key Research Trend #1
Was the median gross profit margin
received from service/support operations in
organizations in the most recent fiscal year.
Source: TSIA 2016 SS Benchmark Survey

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4.3 Score
Key Research Trend #2
Is the average customer satisfaction rating
companies achieved from their assisted
service incident transactional surveys.
Source: TSIA 2016 SS Benchmark Survey

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Channel Preferences
Key Research Trend #3
Today, phone and email are at the bottom of
customer preferences. Self-service, chat and
forums are at the top.
Source: TSIA 2016 SS Benchmark Survey

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Benchmark your support
services…
…with TSIA, and let us show
you the proven path to success.
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© Copyright 2016 Technology Services Industry Association
Source: 2016 TSIA Support Services Benchmark Study

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Not a member yet? No problem!
Contact TSIA to learn more about
benchmarking opportunities. > Let’s talk
Judith Platz
VP Research, Customer Success
and Support Services