CSPN is the leading voice for the customer service community and is frequently asked by its membership, and others, for information regarding service standards and benchmarks.

The Contact Centre Benchmark Study provides valuable information to update and expand our database of service measurements and standards within the Canadian customer service industry.

Download 2017 Survey Highlights

CSPN Members can receive the complete complimentary Benchmark Survey Report. Would you like a full copy? Please contact us.
If you are not yet a member, start your registration now by clicking here.

We conduct the Benchmark Survey on an annual basis. Respondents represent more than 150 contact centres within North America, spanning a number of industry verticals and sectors.

We greatly appreciate all of the organizations who participate in our survey, for their time and valuable input.

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Phases of Our Approach


Map key metrics and areas of focus for organizations.


Create a tailored survey to capture key insights.


Share the survey with organizations.

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