How many people do you need to take your survey?
Our Contact Center Customer Experience Studies for benchmarking and tracking first contact resolution (FCR) provide insights into customer experience (CX) and FCR performance and improvement opportunities. For the benchmarking study, a minimum customer survey sample of 400 is required. A client can increase the benchmarking study customer survey sample size, or for the tracking study, a client can use the customer survey sample size they prefer. When assessing a contact center customer experience, a good rule of thumb for the sample size is a margin of error of +/- 5.0. The below tool allows you to quickly calculate the margin of error resulting from a specific sample size. All you need to do is enter sample size or margin of error data into our calculator tool. To gain more insights into FCR importance, definition, measurement, goals, and ROI, download our First Call Resolution Re-imagined whitepaper.