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CUSTOMERBYTHENUMBERSSATISFACTIONZENDESK
CUSTOMER
SATISFACTION
INDEX,
MARCH
2012CUSTOMERBYTHENUMBERSSATISFACTABLE
OF
CONTENTSWhat
Drives
Customer
Satisfaction?About
the
ScienceThe
Zendesk
Customer
Satisfaction
Index3
Habits
of
Best-in-Class
Companies1TABLEOFCONTENTSWhatDrivesC
YESTERDAYSegregated
by
channelDisconnected
from
businessTreated
as
a
cost
centerSubpar
consumer
experience
TODAYInterconnected
channel
supportClosely
tied
to
marketing/salesTreated
as
a
revenue
engineCritical
to
consumer
experienceNEW
CUSTOMER
SUPPORT2 YESTERDAY TODAYNEWCUSTOMERS
$338.5BTheamountbad
customer
service
costsmajor
countries
aroundthe
world
annually
SOURCE:
GENESYS
GLOBALSURVEY
$289
Average
valueof
eachlostbusinessrelationshipinthe
U.S.
82%
Percentageof
Americanswho
saidtheystoppeddoing
businesswith
acompany
because
ofpoor
customer
service
SATISFACTION
COUNTSWhen
it
comes
to
customer
service,
satisfaction
is
what
matters
most.
In
fact,
bad
customer
service
can
cost
you
billions.3 $338.5B $289 82% SATISFAZendesk’s
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
INDEX4Zendesk’sCustomerSatisfactioThis
global
CustomerSatisfaction
Index
isthe
result
of
a
simplequestion
asked
tomillions
of
customersat
the
end
of
a
serviceinteraction:
“Howwould
you
rate
theservice
you
received?”GLOBAL86%CUSTOMERSATISFACTIONGLOBAL
BENCHMARK5ThisglobalCustomerGLOBALGLOBCUSTOMER
SATISFACTION
BY
INDUSTRYReal
EstateIT
Services
&
ConsultancyHealthcareProfessional
ServicesPersonal
&
Business
Support
ServicesFinancial
&
Insurance
ServicesNonprofitEducationTechnology
-
HostingTravel,
Hospitality
&
TourismMedia
&
TelecommunicationsSoftwareWeb
ApplicationsTechnology
-
HardwareManufacturingMarketingRetail
&
WholesaleSocial
MediaEntertainment
&
Arts
GLOBAL
86%
CUSTOMER
SATISFACTIONZendesk
customers
all
interactdirectly
with
their
end
customers,and
all
want
to
delight
those
endcustomers.But
satisfaction
varies
vastlyacross
industries–some
expected,some
not.050%100%96%95%94%94%94%93%93%
91%
91%
91%88%87%86%85%85%85%82%78%77%6CUSTOMERSATISFACTIONRealEsta
REAL
ESTATE
AND
IT
CONSULTING/SERVICESRATED
HIGHEST
IN
CUSTOMER
SATISFACTION
OF
ANY
INDUSTRY96%CUSTOMERSATISFACTION95%CUSTOMERSATISFACTION
Real
Estate
IT
Services&
Consultancy7 REALESTATEANDITCONSULTINGGLOBAL86%CUSTOMER
CUSTOMER
SATISFACTIONBY
COMPANY
SIZE1-910-99100-499500-4,9995,000+91%93%90%
SATISFACTION50
The
smallest
companies—whether
a
mom-and-pop
operation,
small
business
or
a
tech
startup—perform
well
across
almost
every
industry.
010084%88%8GLOBAL CUSTOMERSATISFACTION1-Yet
once
these
companiesreach
a
certain
scale—over
10employees—service
suffers.It’s
not
until
companies
reachscale
(500
employees)
andhave
mature
processes
andstructures
that
they
recovertheir
customer
service
levels.WHY
DO
MIDDLE-CLASS
COMPANIES
STRUGGLE?
CUSTOMER
SATISFACTION
BY
COMPANY
SIZE1-910-99100-499
500-4,999
5,000+91%93%90%0100
5084%88%9YetoncethesecompaniesWHYDOGLOBAL86%CUSTOMER
CUSTOMER
SATISFACTIONBY
TARGET
AUDIENCEBusinessesConsumersInternal
(employees)
SATISFACTION50
Support
organizations
serve
one
of
three
audiences—consumers,
other
businesses
or
internal
employees.
Satisfaction
varies
widely,
depending
on
which
audience
you
deliver
support
to.
010093%82%94%10GLOBAL CUSTOMERSATISFACTIONBuSupport
sites
that
serviceconsumers
score
the
lowest
ofany
audience.
And
manyconsumer-facing
support
sitesscore
well
below
75
percent.BusinessesConsumersInternal
(employees)93%94%
Apparently,
consumers
are
cranky
when
it
comes
to
support.0100
5082%
YOU’D
EXPECT
THIS:CUSTOMER
SATISFACTION
BY
TARGET
AUDIENCE11SupportsitesthatserviceBusiInternal
help
desks
(think
of
yourIT
team
that
handles
employeerequests
for
software
or
networkhelp)
have
higher
customersatisfaction
ratings
than
help
desksthat
support
either
consumers
orother
businesses.WHAT
YOU
WOULDN’T
EXPECT
IS
THIS:
CUSTOMER
SATISFACTION
BY
TARGET
AUDIENCEBusinessesConsumersInternal
(employees)93%82%
Perhaps
IT
doesn’t
deserve
its
unhelpful
stigma?05010094%12Internalhelpdesks(thinkof93CUSTOMER
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
at0%
50%
*Countries
with
the
largest
economies
are
shown93CUSTOMERSATISFACTIONUNITEDTHE
LEADERS
AND
LAGGARDS CUSTOMERS’SATISFACTIONBYCOUNTRY*THE
LEADERS
SATISFACTION
SCORE
CROATIA:
98%100%100%100%100%0%
PORTUGAL:
96%0%
THAILAND:
96%0%
GREECE:
95%0%THE
LAGGARDSSATISFACTION
SCORE
CHINA:
59%100%100%100%100%0%
FRANCE:
52%0%
QATAR:
45%0%
TURKEY:
43%0%
*Minimum
100
satisfaction
ratings14THELEADERSANDLAGGARDSTHELESO
WHAT
DRIVESCUSTOMERSATISFACTION?15SOWHATDRIVESCUSTOMERSATISFACBigger
companies
that
efficiently
deliver
high-quality
support
at
a
largescale
have
the
most
satisfied
customers.THIS
IS
THE
WINNING
FORMULAFOR
CUSTOMER
SATISFACTION
DEVELOPED
BY
ZENDESK16BiggercompaniesthatefficienCUSTOMER
SATISFACTIONEFFICIENCY
How
well
do
you
handle
customer
issues?
First
Response
Time
QUALITYWhat
is
the
quality
of
the
support
you
give?
%of
Tickets
Resolved
SCALE
How
many
issuesare
you
receiving?
###
Number
of
Tickets17CUSTOMERSATISFACTIONEFFICIENCSIZE
MATTERSEach
ticket
constitutes
a
customerinteraction,
making
it
a
goodmeasure
of
the
frequency
andscale
of
your
customer
touches.Customers
increasingly
servethemselves
via
the
web
throughwell-crafted
online
forums,
FAQsand
knowledge
bases.On
average,
Zendesk-poweredhelp
desks
handle
more
than600
tickets
per
month,
anddrive
more
than
2,600
pageviews
to
their
online
forums.1,6251,5601,4951,413979692675613527505413385360337315267261212181Social
MediaEntertainment
&
ArtsTravel,
Hospitality
&
TourismRetail
&
WholesaleMarketingMedia
&
TelecommunicationsWeb
ApplicationsFinancial
&
Insurance
ServicesSoftwareEducationHealthcareManufacturingTechnology
-
HostingTechnology
-
HardwarePersonal
and
Business
Support
ServicesNonprofitProfessional
ServicesReal
EstateIT
Services
&
Consultancy01,0002,000F(X)=
SCALE
xEFFICIENCYxQUALITY
NUMBER
OF
TICKETS
BY
INDUSTRY18SIZEMATTERS1,625SocialMedia0We
have
a
limited
budget
and
staff,so
we
need
to
make
sure
we’redelighting
our
customers
asefficiently
as
possible.
This
is
whyfirst-response
time
is
a
greatefficiency
measure.
The
averagefirst-response
time
across
allZendesk
tickets
is
over
23.6
hours.Those
taking
more
than
a
day
toget
back
to
customers
may
want
toreexamine
their
processes.F(X)=SCALEx
EFFICIENCY
xQUALITYFIRST
RESPONSE
TIME
BY
INDUSTRYManufacturingMarketingEntertainment
&
ArtsEducationFinancial
&
Insurance
ServicesNonprofitIT
Services
&
ConsultancyTechnology
-
HardwareRetail
&
WholesaleSocial
MediaReal
EstateHealthcareMedia
&
TelecommunicationsPersonal
and
Bus.
Support
ServicesSoftwareProfessional
ServicesWeb
ApplicationsTravel,
Hospitality
&
TourismTechnology
-
Hosting024hrs48hrs36hrs12hrs38.2
hrs32.7
hrs31.5
hrs30.8
hrs28.6
hrs28.3
hrs28.2
hrs28.1
hrs26.6
hrs25.9
hrs24.8
hrs22.9
hrs22.7
hrs22.3
hrs21.5
hrs18.2
hrs18.1
hrs14.7
hrs14.5
hrs19WehavealimitedbudgetandsIT
Services
&
ConsultancyEducationEntertainment
&
ArtsFinancial
&
Insurance
servicesTechnology
-
HardwareHealthcareTechnology
-
HostingManufacturingMarketingMedia
&
TelecommunicationsNonprofitProfessional
ServicesReal
EstateRetail
&
WholesaleSocial
MediaSoftwarePersonal
&
Business
Support
ServicesTravel,
Hospitality
&
TourismWeb
Applications0%50%100%
78%82%90%85%
71%88%
76%77%89%86%85%85%82%87%85%82%82%84%86%
F(X)=SCALExEFFICIENCYx
QUALITY%OFTICKETSIN1TOUCHBYINDUSTRY20
The
percentage
of
tickets
resolved
in
one
touch
across
all
Zendesk
tickets
is
85%Zendesk’s
third
measure
isquality,
which
is
measured
byone-touch
tickets.“One-touch”
tickets
are
thoseresolved
with
only
one
serviceinteraction.
The
higher
yourone-touch
percentage,
thehigher
your
service
quality.ITServices&Consultancy0%50%ZENDESK
BENCHMARK
Scale630
Ticketsper
MonthSatisfaction
86%
Customer
SatisfactionEfficiency23.6hrs
First-Response
Time
Across
15,000
Global
Accounts21ZENDESKBENCHMARK ScaleSatisfINTERESTING
ANECDOTES
ABOUT
SATISFACTION
SCORENUMBER
OF
TICKETSBY
INDUSTRYSATISFACTION
SCOREBY
INDUSTRYFIRST
RESPONSE
TIMEBY
INDUSTRYSocial
MediaEntertainmentZendesk
Benchmark
Average77780%100%50%86###0(hrs)
102023.658.950
44.640
1,6251,560
1,5606300(Tkt)2,0001,000
30
Low
satisfaction
ratings
are
the
result
of
high
ticket
volume
and
slow
first-response
time,
as
evidenced
by
consumer-facing
companies.22INTERESTINGANECDOTESNUMBEROF3
HABITS
OFBEST-IN-CLASSCOMPANIES233HABITSOFBEST-IN-CLASSCOMPANData
can
be
overwhelming,
but
there
are
three
clear
behaviors
thatseparate
best-in-class
companies
from
the
rest:IMMEDIATE
RESPONSE
MATTERSYOU
HAVE
TO
BE
WHERE
YOUR
CUSTOMERS
ARELET
YOUR
CUSTOMERS
SERVE
THEMSELVESBEST-IN-CLASS
COMPANIES24Datacanbeoverwhelming,but10:03FACTOID:100%0%
IMMEDIATE
RESPONSEThe
clock
begins
ticking
themoment
you
receive
a
ticket.Responding
quickly
has
the
singlegreatest
impact
on
customersatisfaction.
ONHOLD
90%
Companies
with
an
average
first-response
time
under
10
hours
have
customer
satisfaction
over
90
percent.2510:03FACTOID:100%0% IMMEDIATEToday,
it’s
critical
to
beavailable
where
yourcustomers
want
to
reachyou:
your
website,Facebook,
Twitter,
email,phone
or
chat.Companies
that
supporttheir
customers
acrossmultiple
channels
drivehigher
engagement
andrespond
faster
to
customerinquiries—all
increasingsatisfaction.BE
WHERE
YOUR
CUSTOMERS
ARE26Today,it’scriticaltobecustLET
CUSTOMERS
SERVE
THEMSELVES
FORUM
VIEW:TICKET
RATIOAll
Companies
SoftwareBest-in-Class
Software100%0%
SATISFACTION86%100%100%
87%0%
93%0%FORUM
VIEWS/TICKET
4.24.07.5
Companies
that
offer
rich
self-service
customer
support
forums
and
FAQs
have
a
higher
level
of
customer
satisfaction.
Best-in-class
companies
invest
in
self-service,
and
those
with
higher
forum
traffic
drive
greater
satisfaction—especially
in
the
software
industry.27LETCUSTOMERSSERVETHEMSELVESTHESCIENCEABOUT28ZENDESK
BENCHMARKTHESCIENCEABOUT28ZENDESKBENC“WHAT’S
MEASURED
IMPROVES”P(pán)ETER
DRUCKER29“WHAT’SMEASUREDIMPROVES”P(pán)ETEZENDESKDELIVERSATGLOBALSCALE100
MILLION
SERVICE
INTERACTIONS
PER
YEAR137
15,000
SERVED
MILLION65
CUSTOMERS
ENTERPRISES
COUNTRIES30ZENDESKDELIVERSATGLOBALSCAINSIGHTS
BASED
ON
ACTUAL
HELP
DESK
USAGE:We
offer
the
metrics
you
need
to
measure
your
support
volume,
helpdesk
efficiency
and
quality
of
engagement.LOADS
OF
COMPARISONS:With
the
Zendesk
Benchmark,
you
can
compare
yourself
to
the
overallpopulation
of
Zendesk-powered
help
desks,
to
your
industry
peers,
tocompanies
of
similar
size
or
to
companies
supporting
similar
end
users.The
Zendesk
Benchmark
is
not
your
typical
“expert”
survey.
It’scomprised
of
metrics
based
on
real
product
usage
and
customerengagement.THEBENCHMARKISMEASUREDBY31INSIGHTSBASEDONACTUALHELP
ZENDESK
BENCHMARKDATACOLLECTIONFROMMASSIVECUSTOMERBASE
11,000+Accounts
with
Usage
Data
(Q4
2011)
10,000+
SurveyRespondents
(Accounts)
Large-Scale
Demographic
and
Usage
Data32 ZENDESKBENCHMARK 11,000+ Customer
Satisfaction#
of
Tickets
per
MonthFirst-Response
TimeTickets
per
Agent%
of
Tickets
in
One
TouchSatisfaction
Rating
from
End
UserTotal
Volume
of
New
TicketsFirst-Response
Time
During
Business
Hours#
of
Tickets
Solved
per
Active
AgentTickets
Resolved
in
One
Human
InteractionOverall
Monthly
Forum
TrafficMeasure
of
Customer
Self-ServiceClick-Through
Rate
for
Forum
Searches
METRICS
THAT
MATTERTICKETS
ARE
THE
CORE
OF
SUPPORT
INTERACTIONSFORUMSDRIVECUSTOMERSELF-SERVICE
#
of
Forum
Views
Forum
View:Ticket
Ratio
Forum-Search
Effectiveness33CustomerSatisfactionSatisfactYOU
CAN
START
MEASURINGTODAYYOUR
CUSTOMER’SSATISFACTIONWITH
ZENDESK34YOUCANSTARTMEASURINGTODAYYO3535CUSTOMERBYTHENUMBERSSATISFACTIONZENDESK
CUSTOMER
SATISFACTION
INDEX,
MARCH
2012CUSTOMERBYTHENUMBERSSATISFACTABLE
OF
CONTENTSWhat
Drives
Customer
Satisfaction?About
the
ScienceThe
Zendesk
Customer
Satisfaction
Index3
Habits
of
Best-in-Class
Companies1TABLEOFCONTENTSWhatDrivesC
YESTERDAYSegregated
by
channelDisconnected
from
businessTreated
as
a
cost
centerSubpar
consumer
experience
TODAYInterconnected
channel
supportClosely
tied
to
marketing/salesTreated
as
a
revenue
engineCritical
to
consumer
experienceNEW
CUSTOMER
SUPPORT2 YESTERDAY TODAYNEWCUSTOMERS
$338.5BTheamountbad
customer
service
costsmajor
countries
aroundthe
world
annually
SOURCE:
GENESYS
GLOBALSURVEY
$289
Average
valueof
eachlostbusinessrelationshipinthe
U.S.
82%
Percentageof
Americanswho
saidtheystoppeddoing
businesswith
acompany
because
ofpoor
customer
service
SATISFACTION
COUNTSWhen
it
comes
to
customer
service,
satisfaction
is
what
matters
most.
In
fact,
bad
customer
service
can
cost
you
billions.3 $338.5B $289 82% SATISFAZendesk’s
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
INDEX4Zendesk’sCustomerSatisfactioThis
global
CustomerSatisfaction
Index
isthe
result
of
a
simplequestion
asked
tomillions
of
customersat
the
end
of
a
serviceinteraction:
“Howwould
you
rate
theservice
you
received?”GLOBAL86%CUSTOMERSATISFACTIONGLOBAL
BENCHMARK5ThisglobalCustomerGLOBALGLOBCUSTOMER
SATISFACTION
BY
INDUSTRYReal
EstateIT
Services
&
ConsultancyHealthcareProfessional
ServicesPersonal
&
Business
Support
ServicesFinancial
&
Insurance
ServicesNonprofitEducationTechnology
-
HostingTravel,
Hospitality
&
TourismMedia
&
TelecommunicationsSoftwareWeb
ApplicationsTechnology
-
HardwareManufacturingMarketingRetail
&
WholesaleSocial
MediaEntertainment
&
Arts
GLOBAL
86%
CUSTOMER
SATISFACTIONZendesk
customers
all
interactdirectly
with
their
end
customers,and
all
want
to
delight
those
endcustomers.But
satisfaction
varies
vastlyacross
industries–some
expected,some
not.050%100%96%95%94%94%94%93%93%
91%
91%
91%88%87%86%85%85%85%82%78%77%6CUSTOMERSATISFACTIONRealEsta
REAL
ESTATE
AND
IT
CONSULTING/SERVICESRATED
HIGHEST
IN
CUSTOMER
SATISFACTION
OF
ANY
INDUSTRY96%CUSTOMERSATISFACTION95%CUSTOMERSATISFACTION
Real
Estate
IT
Services&
Consultancy7 REALESTATEANDITCONSULTINGGLOBAL86%CUSTOMER
CUSTOMER
SATISFACTIONBY
COMPANY
SIZE1-910-99100-499500-4,9995,000+91%93%90%
SATISFACTION50
The
smallest
companies—whether
a
mom-and-pop
operation,
small
business
or
a
tech
startup—perform
well
across
almost
every
industry.
010084%88%8GLOBAL CUSTOMERSATISFACTION1-Yet
once
these
companiesreach
a
certain
scale—over
10employees—service
suffers.It’s
not
until
companies
reachscale
(500
employees)
andhave
mature
processes
andstructures
that
they
recovertheir
customer
service
levels.WHY
DO
MIDDLE-CLASS
COMPANIES
STRUGGLE?
CUSTOMER
SATISFACTION
BY
COMPANY
SIZE1-910-99100-499
500-4,999
5,000+91%93%90%0100
5084%88%9YetoncethesecompaniesWHYDOGLOBAL86%CUSTOMER
CUSTOMER
SATISFACTIONBY
TARGET
AUDIENCEBusinessesConsumersInternal
(employees)
SATISFACTION50
Support
organizations
serve
one
of
three
audiences—consumers,
other
businesses
or
internal
employees.
Satisfaction
varies
widely,
depending
on
which
audience
you
deliver
support
to.
010093%82%94%10GLOBAL CUSTOMERSATISFACTIONBuSupport
sites
that
serviceconsumers
score
the
lowest
ofany
audience.
And
manyconsumer-facing
support
sitesscore
well
below
75
percent.BusinessesConsumersInternal
(employees)93%94%
Apparently,
consumers
are
cranky
when
it
comes
to
support.0100
5082%
YOU’D
EXPECT
THIS:CUSTOMER
SATISFACTION
BY
TARGET
AUDIENCE11SupportsitesthatserviceBusiInternal
help
desks
(think
of
yourIT
team
that
handles
employeerequests
for
software
or
networkhelp)
have
higher
customersatisfaction
ratings
than
help
desksthat
support
either
consumers
orother
businesses.WHAT
YOU
WOULDN’T
EXPECT
IS
THIS:
CUSTOMER
SATISFACTION
BY
TARGET
AUDIENCEBusinessesConsumersInternal
(employees)93%82%
Perhaps
IT
doesn’t
deserve
its
unhelpful
stigma?05010094%12Internalhelpdesks(thinkof93CUSTOMER
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
at0%
50%
*Countries
with
the
largest
economies
are
shown93CUSTOMERSATISFACTIONUNITEDTHE
LEADERS
AND
LAGGARDS CUSTOMERS’SATISFACTIONBYCOUNTRY*THE
LEADERS
SATISFACTION
SCORE
CROATIA:
98%100%100%100%100%0%
PORTUGAL:
96%0%
THAILAND:
96%0%
GREECE:
95%0%THE
LAGGARDSSATISFACTION
SCORE
CHINA:
59%100%100%100%100%0%
FRANCE:
52%0%
QATAR:
45%0%
TURKEY:
43%0%
*Minimum
100
satisfaction
ratings14THELEADERSANDLAGGARDSTHELESO
WHAT
DRIVESCUSTOMERSATISFACTION?15SOWHATDRIVESCUSTOMERSATISFACBigger
companies
that
efficiently
deliver
high-quality
support
at
a
largescale
have
the
most
satisfied
customers.THIS
IS
THE
WINNING
FORMULAFOR
CUSTOMER
SATISFACTION
DEVELOPED
BY
ZENDESK16BiggercompaniesthatefficienCUSTOMER
SATISFACTIONEFFICIENCY
How
well
do
you
handle
customer
issues?
First
Response
Time
QUALITYWhat
is
the
quality
of
the
support
you
give?
%of
Tickets
Resolved
SCALE
How
many
issuesare
you
receiving?
###
Number
of
Tickets17CUSTOMERSATISFACTIONEFFICIENCSIZE
MATTERSEach
ticket
constitutes
a
customerinteraction,
making
it
a
goodmeasure
of
the
frequency
andscale
of
your
customer
touches.Customers
increasingly
servethemselves
via
the
web
throughwell-crafted
online
forums,
FAQsand
knowledge
bases.On
average,
Zendesk-poweredhelp
desks
handle
more
than600
tickets
per
month,
anddrive
more
than
2,600
pageviews
to
their
online
forums.1,6251,5601,4951,413979692675613527505413385360337315267261212181Social
MediaEntertainment
&
ArtsTravel,
Hospitality
&
TourismRetail
&
WholesaleMarketingMedia
&
TelecommunicationsWeb
ApplicationsFinancial
&
Insurance
ServicesSoftwareEducationHealthcareManufacturingTechnology
-
HostingTechnology
-
HardwarePersonal
and
Business
Support
ServicesNonprofitProfessional
ServicesReal
EstateIT
Services
&
Consultancy01,0002,000F(X)=
SCALE
xEFFICIENCYxQUALITY
NUMBER
OF
TICKETS
BY
INDUSTRY18SIZEMATTERS1,625SocialMedia0We
have
a
limited
budget
and
staff,so
we
need
to
make
sure
we’redelighting
our
customers
asefficiently
as
possible.
This
is
whyfirst-response
time
is
a
greatefficiency
measure.
The
averagefirst-response
time
across
allZendesk
tickets
is
over
23.6
hours.Those
taking
more
than
a
day
toget
back
to
customers
may
want
toreexamine
their
processes.F(X)=SCALEx
EFFICIENCY
xQUALITYFIRST
RESPONSE
TIME
BY
INDUSTRYManufacturingMarketingEntertainment
&
ArtsEducationFinancial
&
Insurance
ServicesNonprofitIT
Services
&
ConsultancyTechnology
-
HardwareRetail
&
WholesaleSocial
MediaReal
EstateHealthcareMedia
&
TelecommunicationsPersonal
and
Bus.
Support
ServicesSoftwareProfessional
ServicesWeb
ApplicationsTravel,
Hospitality
&
TourismTechnology
-
Hosting024hrs48hrs36hrs12hrs38.2
hrs32.7
hrs31.5
hrs30.8
hrs28.6
hrs28.3
hrs28.2
hrs28.1
hrs26.6
hrs25.9
hrs24.8
hrs22.9
hrs22.7
hrs22.3
hrs21.5
hrs18.2
hrs18.1
hrs14.7
hrs14.5
hrs19WehavealimitedbudgetandsIT
Services
&
ConsultancyEducationEntertainment
&
ArtsFinancial
&
Insurance
servicesTechnology
-
HardwareHealthcareTechnology
-
HostingManufacturingMarketingMedia
&
TelecommunicationsNonprofitProfessional
ServicesReal
EstateRetail
&
WholesaleSocial
MediaSoftwarePersonal
&
Business
Support
ServicesTravel,
Hospitality
&
TourismWeb
Applications0%50%100%
78%82%90%85%
71%88%
76%77%89%86%85%85%82%87%85%82%82%84%86%
F(X)=SCALExEFFICIENCYx
QUALITY%OFTICKETSIN1TOUCHBYINDUSTRY20
The
percentage
of
tickets
resolved
in
one
touch
across
all
Zendesk
tickets
is
85%Zendesk’s
third
measure
isquality,
which
is
measured
byone-touch
tickets.“One-touch”
tickets
are
thoseresolved
with
only
one
serviceinteraction.
The
higher
yourone-touch
percentage,
thehigher
your
service
quality.ITServices&Consultancy0%50%ZENDESK
BENCHMARK
Scale630
Ticketsper
MonthSatisfaction
86%
Customer
SatisfactionEfficiency23.6hrs
First-Response
Time
Across
15,000
Global
Accounts21ZENDESKBENCHMARK ScaleSatisfINTERESTING
ANECDOTES
ABOUT
SATISFACTION
SCORENUMBER
OF
TICKETSBY
INDUSTRYSATISFACTION
SCOREBY
INDUSTRYFIRST
RESPONSE
TIMEBY
INDUSTRYSocial
MediaEntertainmentZendesk
Benchmark
Average77780%100%50%86###0(hrs)
102023.658.950
44.640
1,6251,560
1,5606300(Tkt)2,0001,000
30
Low
satisfaction
ratings
are
the
result
of
high
ticket
volume
and
slow
first-response
time,
as
evidenced
by
consumer-facing
companies.22INTERESTINGANECDOTESNUMBEROF3
HABITS
OFBEST-IN-CLASSCOMPANIES233HABITSOFBEST-IN-CLASSCOMPANData
can
be
overwhelming,
but
there
are
three
clear
behaviors
thatseparate
best-in-class
companies
from
the
rest:IMMEDIATE
RESPONSE
MATTERSYOU
HAVE
TO
BE
WHERE
YOUR
CUSTOMERS
ARELET
YOUR
CUSTOMERS
SERVE
THEMSELVESBEST-IN-CLASS
COMPANIES24Datacanbeoverwhelming,but10:03FACTOID:100%0%
IMMEDIATE
RESPONSEThe
clock
begins
ticking
themoment
you
receive
a
ticket.Responding
quickly
has
the
singlegreatest
impact
on
customersatisfaction.
ONHOLD
90%
Companies
with
an
average
first-response
time
under
10
hours
have
customer
satisfaction
over
90
percent.2510:03FACTOID:100%0% IMMEDIATEToday,
it’s
critical
to
beavailable
where
yourcustomers
want
to
r
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