The SaaS & Support Project 2025 Research Survey

1. Name

First

Last

2. Permanent Email

3. Company Name

4.) Size of your Company

Small - 1-99 FTE's
Medium 100-499 FTE's
Large 500-999 FTE's
Enterprise Over 1K FTE's

5. Size of the Customer Support team? (In FTE's)

line burden 01

6. Total number of active customers?

7) About your company's main Product

General business application
General consumer application
Specific vertical application
Other

7a. Please describe

8. Which Support channels does your company offer to customers? (Please check all that apply)

8a.) Please describe the other channels your company offers

9.) What is the total average annual incoming support requests from all channels?

10) What percentage of your total incoming case volume comes in by which channel?

(Please use complete numbers, no decimals, and the total should add up to 100. Enter 0 if you don't offer a given channel.)

Telephone

Text /Direct message submittal of cases

In-application submittal of cases

E-mail submittal of cases

Website form

Online community forum (e.g. Slack, etc.)

Twitter/X, BlueSky, etc.

Other 01

Other 02

11.) What percentage of your total incoming caseload falls into which categories?

(Please use complete numbers, no decimals, and the total should add up to 100. If you don't get cases in a given category, enter 0.)

A) Non-application issues: Internet access, browser problems, etc

B) Application accessibility issues - logins, etc

C) Application breaks/bugs - does not work as documented

D) Data problems -- flawed data, failed uploads, transfers, etc.

E) Basic training issues (a.k.a Read The Manual RTM)

F) Difficult technical issues - not really documented

G Integrations

Other 01

Other 02

12) Which operational metrics do you use to monitor and manage your Support team? (Please check all that apply)

12a) Please identify any other metrics that you use to measure your Support team's performance

12b) If you track First Call Closure Rate (FCCR), please describe a) your FCCR percentage, and B) The auditing methods used to authenticate the data and the frequency of their application

13.) What methods do you use to assess the level of customer satisfaction with your Support Center's performance? (Please check all that apply)

13a) Please describe any other methods you use to measure customer satisfaction with your Support group's performance.

14) What percentage of your overall product/customer support burden is handled by your customers themselves or by non-employee/volunteer members of the customer community?

15) Social Media and your Support Center.

a) We have designated staff members who monitor social media sites as a regular assigned duty
b) Some staff members monitor social media sites on their own initiative
d) We regularly create support cases ourselves in response to social media comments or posts
e) We occasionally create support cases ourselves in response to social media comments or posts
f) We don't pay any real attention to social media sites

16.) What role do your channel partners play in your company's Support strategy & process?

Channel partners are completely integrated, and have access to our support center's technology suite
Channel partners are significantly involved in creating and/or working support cases in our center
Channel partners are sometimes involved in creating and/or working support cases in our center
Channel partners have no involvement in creating and/or working support cases in our center
We don't have any channel partners

17) To what degree are your company's Customer Success Managers (CSMs) involved in initiating, handling, and resolving Support cases?

Our CSMs are never involved in Support cases
Less than 10% of our CSMs workload involves Support cases
Between 10% and 25% of our CSMs workload involves Support cases
Between 26% and 50% of our CSMs workload involves Support cases.

18) What is the average duration of employment as a Support line agent?

19) What is your annual turnover rate for Support line agents?

20) How many months does it take, on average, to train a new support agent to where they are fully competent to handle first level support duties? (They can successfully handle at least 80% of all of their incoming cases without having to ask other agents for assistance.)

21 Customer Support Access Management Tools. (Please check all that you have installed.)