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Click to edit Master title style,Click to edit Master text styles,Second level,Third level,Fourth level,Fifth level,1/14/2019,#,CUSTOMER,BY THE NUMBERS,SATISFACTION,ZENDESK,CUSTOMER,SATISFACTION,INDEX,MARCH,2012,CUSTOMERBY THE NUMBERSSATISFAC,TABLE,OF,CONTENTS,What,Drives,Customer,Satisfaction?,About,the,Science,The,Zendesk,Customer,Satisfaction,Index,1,TABLE OF CONTENTSWhat Drives C,YESTERDAY,Segregated,by,channel,Disconnected,from,business,Treated,as,a,cost,center,Subpar,consumer,experience,TODAY,Interconnected,channel,support,Closely,tied,to,marketing/sales,Treated,as,a,revenue,engine,Critical,to,consumer,experience,NEW,CUSTOMER,SUPPORT,2,YESTERDAYTODAYNEW CUSTOMER S,$338.5B,Theamountbad,customer,service,costsmajor,countries,aroundthe,world,annually,SOURCE:,GENESYS,GLOBALSURVEY,$289,Average,valueof,each,lost,businessrelationshipinthe,U.S.,3,$338.5B$2893,CUSTOMER,SATISFACTION,INDEX,4,CUSTOMER SATISFACTION INDEX4,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?”,GLOBAL,86%,CUSTOMER,SATISFACTION,GLOBAL,BENCHMARK,5,This global CustomerGLOBALGLOB,CUSTOMER,SATISFACTION,BY,INDUSTRY,GLOBAL,86%,CUSTOMER,SATISFACTION,Zendesk,customers,all,interact,directly,with,their,end,customers,and,all,want,to,delight,those,end,customers.,But,satisfaction,varies,vastly,across,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%,6,CUSTOMER SATISFACTIONGLOBAL0,REAL,ESTATE,AND,IT,CONSULTING/SERVICES,RATED,HIGHEST,IN,CUSTOMER,SATISFACTION,OF,ANY,INDUSTRY,96%,CUSTOMER,SATISFACTION,95%,CUSTOMER,SATISFACTION,Real,Estate,IT,Services,&,Consultancy,7,REAL ESTATE AND IT CONSULTING,GLOBAL,86%,CUSTOMER,1-9,10-99,100-499,500-4,999,5,000+,91%,93%,90%,100,84%,88%,8,GLOBAL1-910-99100-499500-4,999,1-9,10-99,100-499,500-4,999,5,000+,91%,93%,90%,0,100,50,84%,88%,9,1-910-99100-499 500-4,999,GLOBAL,86%,CUSTOMER,CUSTOMER,SATISFACTION,BY,TARGET,AUDIENCE,Businesses,Consumers,Internal,(employees),SATISFACTION,50,Support,organizations,serve,one,of,three,audiencesconsumers,other,businesses,or,internal,employees.,Satisfaction,varies,widely,depending,on,which,audience,you,deliver,support,to.,0,100,93%,82%,94%,10,GLOBALCUSTOMER SATISFACTIONBu,Support,sites,that,service,consumers,score,the,lowest,of,any,audience.,And,many,consumer-facing,support,sites,score,well,below,75,percent.,Businesses,Consumers,Internal,(employees),93%,94%,100,50,82%,YOUD,EXPECT,THIS:,CUSTOMER,SATISFACTION,BY,TARGET,AUDIENCE,11,Support sites that serviceBusi,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.,WHAT,YOU,WOULDNT,EXPECT,IS,THIS:,CUSTOMER,SATISFACTION,BY,TARGET,AUDIENCE,Businesses,Consumers,Internal,(employees),93%,82%,Perhaps,IT,doesnt,deserve,its,unhelpful,stigma?,0,50,100,94%,12,Internal help desks(think of,93,CUSTOMER,SATISFACTION,BY,COUNTRY,*,UNITED,STATES:,87%,UNITED,KINGDOM:,83%,INDIA:,70%,100%,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%,%,13,Australia,and,Canada,lead,our,Customer,Satisfaction,Index,at,0%,50%,*Countries,with,the,largest,economies,are,shown,93CUSTOMER SATISFACTIONUNITED,THE,LEADERS,AND,LAGGARDS,CUSTOMERS SATISFACTION BY COUNTRY*,THE,LEADERS,SATISFACTION,SCORE,CROATIA:,98%,100%,100%,100%,100%,0%,PORTUGAL:,96%,0%,THAILAND:,96%,0%,GREECE:,95%,0%,THE,LAGGARDS,SATISFACTION,SCORE,CHINA:,59%,100%,100%,100%,100%,0%,FRANCE:,52%,0%,QATAR:,45%,0%,TURKEY:,43%,0%,*Minimum,100,satisfaction,ratings,14,THE LEADERS AND LAGGARDSTHE LE,SO,WHAT,DRIVES,CUSTOMER,SATISFACTION?,15,SO WHAT DRIVESCUSTOMERSATISFAC,THIS,IS,THE,WINNING,FORMULA,FOR,CUSTOMER,SATISFACTION,DEVELOPED,BY,ZENDESK,16,THIS IS THE WINNING FORMULAFOR,CUSTOMER,SATISFACTION,EFFICIENCY,How,well,do,you,handle,customer,issues?,First,Response,Time,QUALITY,What,is,the,quality,of,the,support,you,give?,%of,Tickets,Resolved,SCALE,How,many,issues,are,you,receiving?,#,Number,of,Tickets,17,CUSTOMER SATISFACTIONEFFICIENC,SIZE,MATTERS,Each,ticket,constitutes,a,customer,interaction,making,it,a,good,measure,of,the,frequency,and,scale,of,your,customer,touches.,Customers,increasingly,serve,themselves,via,the,web,through,well-crafted,online,forums,FAQs,and,knowledge,bases.,On,average,Zendesk-powered,help,desks,handle,more,than,600,tickets,per,month,and,drive,more,than,2,600,page,views,to,their,online,forums.,1,625,1,560,1,495,1,413,979,692,675,613,527,505,413,385,360,337,315,267,261,212,181,0,1,000,2,000,F(X)=,SCALE,x EFFICIENCY x QUALITY,NUMBER,OF,TICKETS,BY,INDUSTRY,18,SIZE MATTERS1,62501,0002,000F(,We,have,a,limited,budget,and,staff,so,we,need,to,make,sure,were,delighting,our,customers,as,efficiently,as,possible.,This,is,wh
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