Dimension · 10% of the Bench Score

Customer Support

How fast you get help when something breaks abroad.

Why it is hard to measure

Support only matters when something is already broken, which is exactly when most providers are slowest. A chat widget that promises instant help and then takes nine hours is worse than no promise at all, especially across time zones.

What a good provider looks like

We send standardized test queries through live chat and email each quarter and measure how long a real, useful answer takes — not an automated acknowledgement. Fast, competent, human-reachable support is rare and heavily rewarded.

How it feeds the score

Support is worth a tenth of the score. Because it is tested manually with identical queries to every provider, it is one of the dimensions competitors cannot easily replicate or game.

Measurement method

Average response time across live chat and email, tested quarterly with standardized queries.

Want the whole picture? The master methodology explains how all eight dimensions combine into a single grade, and the data sources page lists where every number originates.