MetricNet offers Contact Center benchmarks with cost, quality, and service level metrics for organizations that operate their own internal contact centers as well as those that outsource the contact center to a managed service provider.
MetricNet offers Service Desk benchmarks with cost, quality, and service level metrics for organizations that operate their own internal service desks as well as those that outsource the service desk to a managed service provider.
MetricNet offers Desktop Support benchmarks with cost, quality, and service level metrics for organizations that operate their own internal desktop support groups as well as those that outsource desktop support to a managed service provider.
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Home » Sample Agent Job Satisfaction Survey
MetricNet’s benchmarking database shows that the average Agent Satisfaction for service desks worldwide is about 77%. That is, 77% of service desk agents are either satisfied or very satisfied with their jobs. This number varies from a low of 44%, to a high of 97%.
Agent Job Satisfaction is usually measured through annual or semi-annual satisfaction surveys. These surveys typically contain ten or fewer questions, and can be automated using simple online tools such as Survey Monkey. MetricNet recommends a five point scale, where a score of 5 represents Very Satisfied, and a score of 1 represents Very Dissatisfied. Given the impact of training, coaching, and career pathing on Agent Satisfaction, the survey should include a question about each of these. Please see the image below for an example. Click the image to download as a PDF.
