2021 Customer Service Benchmarks

According to Chartwell’s 2021 Customer Service Industry Benchmark Survey, large utilities have seen an increase in customer service calls since 2018, while small and mid-size companies saw a slight decrease. Respondents also reported a significant increase in the number of at-home agents, likely due to COVID-related remote work policies. This report presents findings from the 2021 Customer Service Industry Benchmark Survey on topics such as key performance indicators, first contact resolution measurements, agent training trends, and technology platforms.


  • To continue reading this research piece, please login using your Chartwell credentials and click the “View Resource” button.
  • If you do not have login credentials, click here to connect with Tim Herrick about Chartwell Membership.
benchmarks customer communications customer service channels