July 20, 2026

CX benchmarks report

Benchmark your customer support team’s performance against 150+ leading brands

What the CX benchmarks report measures

Eighty-eight percent of customers are more likely to buy again from a brand that gives them a personalized experience — which means customer experience is now a growth lever, not a cost center. But you can't grow what you can't measure against. The CX benchmarks report breaks down the five metrics that matter most for a modern contact center, using a full year of real conversation data from more than 150 Gladly customers across industries, sizes, and stages. Download it to see how your team stacks up and where to focus next.

Time is the metric customers feel first

Speed shapes how a customer experiences your brand. The report shows where fast-moving teams spend their minutes — and how pairing AI automation with your team members' problem-solving turns quick resolutions into repeat business. See how the strongest teams set their service-level targets.

Where customers reach you is changing

Customers contact your team where they're most comfortable, and channel mix varies widely by industry. The report shows how leading teams balance their channels so they meet customers in the right place without spreading thin. Use it to decide which channels deserve your investment.

Knowledge is what separates good teams from great ones

Consistent performance comes from access — team members and AI resolve issues faster when they have product updates, resources, and the full customer profile at hand. The report shows how ongoing training compounds into loyalty over time.

Real metrics from real Gladly customers — like Birdies' 88% first-call resolution rate and Bonafide's 65 hours saved every week. No fluff, just results, plus the strategies behind them.