State of Service

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Title : State of Service
Edition :
Year : 2017
Authors : Salesforce
Publisher : Salesforce

 Preface
For the second annual “State of Service” report, Salesforce Research surveyed more than 2,600 customer service professionals worldwide to discover:
•  How service leaders are responding to heightened customer demands
•  Which habits are hallmarks of top service teams
•  How smart tech is impacting service protocols 

 In this report, high-performing service teams are the top 14% who rate both their service performance and performance versus competitors as excellent. See page 3 for further information on performance.  
Data in this report is from a September 2016 survey that generated responses from 2,636 full-time service professionals (not limited to Salesforce customers) in the U.S., Canada, U.K./Ireland, France,
Germany, Netherlands, Japan, and Australia/New Zealand. Respondents are third-party panelists. Due to rounding, not all percentage totals in this report equal 100%. All comparison calculations are made from total numbers (not rounded numbers).

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