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.

Click here to complete the 2019 Contact Centre Benchmark Survey 

You may complete the survey online!

Create your own user feedback survey

With the results, we will be developing a whitepaper summarizing the insights gathered as well as presenting the findings at our annual CX Conference.

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.


Download 2017 Survey Highlights



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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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