Benchmarks
QA Score / Internal Quality Score (IQS)
The commonly cited IQS benchmark is ~88%, with high performers targeting 90%+; note that manual QA still reviews only a tiny sample of conversations.
What is QA Score / IQS (Internal Quality Score)? Read the definition| Figure | Segment | Source | Year |
|---|---|---|---|
| 90%+ | Recommended target, high performers | Stealthagents, Support QA Statistics (Zendesk QA guidance) | 2025 |
| ~70% | Typical score at QA program start | Stealthagents, Support QA Statistics (MaestroQA data) | 2025 |
| ~90% | After 6-8 months of structured QA | Stealthagents, Support QA Statistics (MaestroQA data) | 2025 |
| 2-5% | Share of interactions manually reviewed (coverage) | Stealthagents, Support QA Statistics (AmplifAI/Solidroad data) | 2025 |
| 88% | Industry IQS benchmark | Stealthagents, Support QA Statistics (Klaus/Zendesk QA Benchmark) | 2023 |
Benchmarks describe other teams, not yours. Read them as a sanity check on direction, not a target to hit — the right number depends on your channel mix, customers, and how you define the metric.
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