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CUSTOMER
SATISFACTION
BY THE NUMBERS
ZENDESK CUSTOMER SATISFACTION INDEX, MARCH 2012
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：www.rapidbbs.cn
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
锐普PPT论坛chinakui：www.rapidbbs.cn
SATISFACTION COUNTS
www.51pptmoban.com搜集整理
When it comes to customer service, satisfaction is what matters most. In fact, bad customer service can cost you billions.
$338.5B
82%
Theamountbad customer service costsmajor countries aroundthe
world annually
Percentageof Americanswho saidthey stoppeddoing businesswith acompany
because ofpoor customer service
$289
Average valueof eachlost businessrelationshipinthe U.S.
3
SOURCE: GENESYS GLOBALSURVEY
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.
4
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?”
5
CUSTOMER SATISFACTION
BY INDUSTRY
Real Estate IT Services & Consultancy Healthcare Professional Services Personal & Business Support Services Financial & Insurance Services Nonprofit Education Technology - Hosting Travel, Hospitality & Tourism Media & Telecommunications Software Web Applications Technology - Hardware Manufacturing Marketing Retail & Wholesale Social Media Entertainment & Arts
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.
85%
85%
But satisfaction varies vastly
82%
across industries–some expected,
78%
some not.
77%
0
50%
100%
6
REAL ESTATE AND IT CONSULTING/SERVICES RATED HIGHEST IN CUSTOMER SATISFACTION OF ANY INDUSTRY
Real Estate
96%
CUSTOMER
SATISFACTION
IT Services & Consultancy
95%
CUSTOMER
SATISFACTION
7
CUSTOMER SATISFACTION
www.51pptmBoYbaCn.cOomM搜P集A整N理Y SIZE
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.
SATISFACTION
BY THE NUMBERS
ZENDESK CUSTOMER SATISFACTION INDEX, MARCH 2012
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：www.rapidbbs.cn
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
锐普PPT论坛chinakui：www.rapidbbs.cn
SATISFACTION COUNTS
www.51pptmoban.com搜集整理
When it comes to customer service, satisfaction is what matters most. In fact, bad customer service can cost you billions.
$338.5B
82%
Theamountbad customer service costsmajor countries aroundthe
world annually
Percentageof Americanswho saidthey stoppeddoing businesswith acompany
because ofpoor customer service
$289
Average valueof eachlost businessrelationshipinthe U.S.
3
SOURCE: GENESYS GLOBALSURVEY
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.
4
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?”
5
CUSTOMER SATISFACTION
BY INDUSTRY
Real Estate IT Services & Consultancy Healthcare Professional Services Personal & Business Support Services Financial & Insurance Services Nonprofit Education Technology - Hosting Travel, Hospitality & Tourism Media & Telecommunications Software Web Applications Technology - Hardware Manufacturing Marketing Retail & Wholesale Social Media Entertainment & Arts
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.
85%
85%
But satisfaction varies vastly
82%
across industries–some expected,
78%
some not.
77%
0
50%
100%
6
REAL ESTATE AND IT CONSULTING/SERVICES RATED HIGHEST IN CUSTOMER SATISFACTION OF ANY INDUSTRY
Real Estate
96%
CUSTOMER
SATISFACTION
IT Services & Consultancy
95%
CUSTOMER
SATISFACTION
7
CUSTOMER SATISFACTION
www.51pptmBoYbaCn.cOomM搜P集A整N理Y SIZE
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.