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$338.5BTheamountbad customer servicecostsmajor countries aroundtheworld annuallySOURCE: GENESYS GLOBALSURVEY$289Average value
3、of 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.3Zendesks Custome
4、r 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 INDEX4This global CustomerSatisfaction Index isthe result of a simplequestion asked tomillions of custome
5、rsat the end of a serviceinteraction: “Howwould you rate theservice you received?”GLOBAL86%CUSTOMERSATISFACTIONGLOBAL BENCHMARK5CUSTOMER SATISFACTIONBY INDUSTRYReal EstateIT Services & ConsultancyHealthcareProfessional ServicesPersonal & Business Support ServicesFinancial & Insurance ServicesNonprof
6、itEducationTechnology - HostingTravel, Hospitality & TourismMedia & TelecommunicationsSoftwareWeb ApplicationsTechnology - HardwareManufacturingMarketingRetail & WholesaleSocial MediaEntertainment & ArtsGLOBAL86%CUSTOMERSATISFACTIONZendesk customers all interactdirectly with their end customers,and
7、all want to delight those endcustomers.But satisfaction varies vastlyacross industriessome expected,some not.0 50% 100%96%95%94%94%94%93%93%91%91%91%88%87%86%85%85%85%82%78%77%6REAL ESTATE AND IT CONSULTING/SERVICESRATED HIGHEST IN CUSTOMER SATISFACTION OF ANY INDUSTRY96%CUSTOMERSATISFACTION95%CUSTO
8、MERSATISFACTIONReal EstateIT Services& Consultancy7GLOBAL86%CUSTOMERCUSTOMER SATISFACTIONBY COMPANY SIZE1-9 10-99 100-499 500-4,999 5,000+91% 93% 90%SATISFACTION50The smallestcompanieswhether amom-and-pop operation, smallbusiness or a techstartupperform well acrossalmost every industry.010084% 88%8Y
9、et 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 STRUGGLE?CUSTOMER SATISFACTIONBY COMPANY SIZE1-9 10-99 100-499 500-4,999 5,000+91% 93% 90%01005084% 88%9
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