1、CUSTOMERBY THE NUMBERSSATISFACTIONZENDESK CUSTOMER SATISFACTION INDEX, MARCH 2012TABLE OF CONTENTSWhat Drives Customer Satisfaction?About the ScienceThe Zendesk Customer Satisfaction Index3 Habits of Best-in-Class Companies1YESTERDAYSegregated by channelDisconnected from businessTreated as a cost ce
2、nterSubpar consumer experienceTODAYInterconnected channel supportClosely tied to marketing/salesTreated as a revenue engineCritical to consumer experienceNEW CUSTOMER SUPPORT2更多PPT：XZX$338.5BTheamountbad customer servicecostsmajor countries aroundtheworld annuallySOURCE: GENESYS GLOBALSURVEY$289Aver
3、age valueof eachlostbusinessrelationshipinthe U.S.82%Percentageof Americanswho saidtheystoppeddoing businesswith acompanybecause ofpoor customer serviceSATISFACTION COUNTSWhen it comes to customer service, satisfaction is what mattersmost. In fact, bad customer service can cost you billions.3更多PPT：X
4、ZXZendesks Customer Satisfaction Index delivers a periodic measure ofcustomer satisfaction by collecting data from more than 15,000companies serving 65 million consumers across 137 countries.CUSTOMER SATISFACTION INDEX4更多PPT：XZXThis global CustomerSatisfaction Index isthe result of a simplequestion
5、asked tomillions of customersat the end of a serviceinteraction: “Howwould you rate theservice you received?”GLOBAL86%CUSTOMERSATISFACTIONGLOBAL BENCHMARK5更多PPT：XZXCUSTOMER SATISFACTIONBY INDUSTRYReal EstateIT Services & ConsultancyHealthcareProfessional ServicesPersonal & Business Support ServicesF
6、inancial & Insurance ServicesNonprofitEducationTechnology - HostingTravel, Hospitality & TourismMedia & TelecommunicationsSoftwareWeb ApplicationsTechnology - HardwareManufacturingMarketingRetail & WholesaleSocial MediaEntertainment & ArtsGLOBAL86%CUSTOMERSATISFACTIONZendesk customers all interactdi
7、rectly with their end customers,and all want to delight those endcustomers.But satisfaction varies vastlyacross industriessome expected,some not.050%100%96%95%94%94%94%93%93%91%91%91%88%87%86%85%85%85%82%78%77%6更多PPT：XZXREAL ESTATE AND IT CONSULTING/SERVICESRATED HIGHEST IN CUSTOMER SATISFACTION OF
8、ANY INDUSTRY96%CUSTOMERSATISFACTION95%CUSTOMERSATISFACTIONReal EstateIT Services& Consultancy7更多PPT：XZXGLOBAL86%CUSTOMERCUSTOMER SATISFACTIONBY COMPANY SIZE1-910-99100-499 500-4,999 5,000+91%93%90%SATISFACTION50The smallestcompanieswhether amom-and-pop operation, smallbusiness or a techstartupperfor
9、m well acrossalmost every industry.010084%88%8更多PPT：XZXYet once these companiesreach a certain scaleover 10employeesservice suffers.Its not until companies reachscale (500 employees) andhave mature processes andstructures that they recovertheir customer service levels.WHY DO MIDDLE-CLASS COMPANIES S
10、TRUGGLE?CUSTOMER SATISFACTIONBY COMPANY SIZE1-910-99100-499 500-4,999 5,000+91%93%90%01005084%88%9更多PPT：XZXGLOBAL86%CUSTOMERCUSTOMER SATISFACTIONBY TARGET AUDIENCEBusinessesConsumers Internal (employees)SATISFACTION50Support organizations serve one ofthree audiencesconsumers, otherbusinesses or inte
11、rnal employees.Satisfaction varies widely, dependingon which audience you deliversupport to.010093%82%94%10更多PPT：XZXSupport sites that serviceconsumers score the lowest ofany audience. And manyconsumer-facing support sitesscore well below 75 percent.BusinessesConsumers Internal (employees)93%94%Appa
12、rently, consumers arecranky when it comes tosupport.01005082%YOUD EXPECT THIS:CUSTOMER SATISFACTIONBY TARGET AUDIENCE11更多PPT：XZXInternal help desks (think of yourIT team that handles employeerequests for software or networkhelp) have higher customersatisfaction ratings than help desksthat support ei
13、ther consumers orother businesses.WHAT YOU WOULDNT EXPECT IS THIS:CUSTOMER SATISFACTIONBY TARGET AUDIENCEBusinessesConsumers Internal (employees)93%82%Perhaps IT doesnt deserve itsunhelpful stigma?05010094%12更多PPT：XZX93CUSTOMER SATISFACTIONBY COUNTRY*UNITED STATES: 87%UNITED KINGDOM: 83%INDIA: 70%10
14、0%0%100%0%100%CANADA: 93%0%100%0%RUSSIA: 80%100%0%100%SPAIN: 81%0%100%0%AUSTRALIA: 93%0% 100%FRANCE: 57%100%GERMANY: 88%0%ITALY: 81%100%0%BRAZIL: 79%100%0%100%13Australia and Canada lead our Customer Satisfaction Index at0% 50%*Countries with the largest economies are shown更多PPT：XZXTHE LEADERS AND L
15、AGGARDSCUSTOMERS SATISFACTION BY COUNTRY*THE LEADERSSATISFACTION SCORECROATIA: 98%100%100%100%100%0%PORTUGAL: 96%0%THAILAND: 96%0%GREECE: 95%0%THE LAGGARDSSATISFACTION SCORECHINA: 59%100%100%100%100%0%FRANCE: 52%0%QATAR: 45%0%TURKEY: 43%0%*Minimum 100 satisfaction ratings14更多PPT：XZXSO WHAT DRIVESCUS
16、TOMERSATISFACTION?15更多PPT：XZXBigger companies that efficiently deliver high-quality support at a largescale have the most satisfied customers.THIS IS THE WINNING FORMULAFOR CUSTOMER SATISFACTION DEVELOPED BY ZENDESK16更多PPT：XZXCUSTOMER SATISFACTIONEFFICIENCYHow welldo you handlecustomer issues?First ResponseTimeQUALITYWhat is the qualityof the support yougive?%of TicketsResolvedSCALEHow many issuesare you receiving?#Number ofTickets17更多PPT：XZXSIZE MATTERSEach ticket constitutes a customerinteract
