公司PPT模板

100%
PORTUGAL: 96%
0%
100%
THAILAND: 96%
0%
100%
GREECE: 95%
0%
100%
*Minimum 100 satisfaction ratings
14
THE LAGGARDS
SATISFACTION SCORE
CHINA: 59% 0%
FRANCE: 52%
0%
TABLE OF CONTENTS
The Zendesk Customer Satisfaction Index What Drives Customer Satisfaction? 3 Habits of Best-in-Class Companies About the Science
1
锐普PPT论坛chinakui：
Real Estate
96%
CUSTOMER
SATISFACTION
IT Services & Consultancy
95%
CUSTOMER
SATISFACTION
7
锐普PPT论坛chinakui：
CUSTOMER SATISFACTION
www.51pptmBoYbaCn.OcomM搜P集A整N理Y SIZE
4
锐普PPT论坛chinakui：
GLOBAL BENCHMARK
GLOBAL
86%
CUSTOMER
SATISFACTION
This global Customer Satisfaction Index is the result of a simple question asked to millions of customers at the end of a service interaction: “How would you rate the service you received?”
9
锐普PPT论坛chinakui：
CUSTOMER SATISFACTION
BY TARGET AUDIENCE
100
93%
94%
82%
50
GLOBAL
86%
CUSTOMER
SATISFACTION
Support organizations serve one of three audiences—consumers, other businesses or internal employees.
Perhaps IT doesn’t deserve its unhelpful stigma?
0
Businesses
Consumers Internal (employees)
12
锐普PPT论坛chinakui：
CUSTOMER SATISFACTION
BY COUNTRY*
85%
85%
But satisfaction varies vastly
82%
across industries–some expected,
78%
some not.
77%
0
50%
100%
6
锐普PPT论坛chinakui：
REAL ESTATE AND IT CONSULTING/SERVICES RATED HIGHEST IN CUSTOMER SATISFACTION OF ANY INDUSTRY
8
锐普PPT论坛chinakui：
WHY DO MIDDLE-CLASS COMPANIES STRUGGLE?
CUSTOMER SATISFACTION
BY COMPANY SIZE
100
91%
93%
90%
84% 88%
50
Yet once these companies reach a certain scale—over 10 employees—service suffers.
Satisfaction varies widely, depending on which audience you deliver support to.
0
Businesses
Consumers Internal (employees)
10
锐普PPT论坛chinakui：
YOU’D EXPECT THIS:
CUSTOMER SATISFACTION
BY TARGET AUDIENCE
100
93%
94%
82%
50
Support sites that service consumers score the lowest of any audience. And many consumer-facing support sites score well below 75 percent.
NEW CUSTOMER SUPPORT
YESTERDAY
TODAY
Segregated by channel Disconnected from business Treated as a cost center Subpar consumer experience
2
Interconnected channel support Closely tied to marketing/sales Treated as a revenue engine Critical to consumer experience
CUSTOMER SATISFACTION INDEX
Zendesk’s Customer Satisfaction Index delivers a periodic measure of customer satisfaction by collecting data from more than 15,000 companies serving 65 million consumers across 137 countries.
锐普PPT论坛chinakui：
SATISFACTION COUNTS
搜集整理
When it comes to customer service, satisfaction is what matters most. In fact, bad customer seБайду номын сангаасvice can cost you billions.
0%
100%
INDIA: 70%
0%
100%
100%
AUSTRALIA: 93%
0%
100%
Australia and Canada lead our Customer Satisfaction Index at
0%
50%
93%
100%
13
*Countries with the largest economies are shown
搜集整理
CUSTOMER
SATISFACTION
BY THE NUMBERS
ZENDESK CUSTOMER SATISFACTION INDEX, MARCH 2012
锐普PPT论坛chinakui：
96%
GLOBAL
95% 94% 94%
86%
94%
93%
CUSTOMER
93%
SATISFACTION
91%
91%
91%
Zendesk customers all interact
88%
directly with their end customers,
87% 86% 85%
and all want to delight those end customers.
QATAR: 45%
0%
TURKEY: 43%
$338.5B
82%
Theamountbad customer service costsmajor countries aroundthe
world annually
Percentageof Americanswho saidthey stoppeddoing businesswith acompany
It’s not until companies reach scale (500 employees) and have mature processes and structures that they recover their customer service levels.
0
1-9
10-99 100-499 500-4,999 5,000+
100
91% 84% 88% 93% 90%
50
0
1-9
10-99 100-499 500-4,999 5,000+
GLOBAL
86%
CUSTOMER SATISFACTION
The smallest companies—whether a mom-and-pop operation, small business or a tech startup—perform well across almost every industry.
CUSTOMER SATISFACTION
BY TARGET AUDIENCE
100
93%
82%
94%
50
Internal help desks (think of your IT team that handles employee requests for software or network help) have higher customer satisfaction ratings than help desks that support either consumers or other businesses.