咨询公司zendesk出品

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1、CUSTOMERBYTHENUMBERSSATISFACTIONZENDESKCUSTOMERSATISFACTIONINDEX,MARCH2012TABLEOFCONTENTSWhatDrivesCustomerSatisfaction?AbouttheScienceTheZendeskCustomerSatisfactionIndex3HabitsofBest-in-ClassCompanies1YESTERDAYSegregatedbychannelDisconnectedfrombusinessTreated

2、asacostcenterSubparconsumerexperienceTODAYInterconnectedchannelsupportCloselytiedtomarketing/salesTreatedasarevenueengineCriticaltoconsumerexperienceNEWCUSTOMERSUPPORT2$338.5BTheamountbadcustomerservicecostsmajorcountriesaroundtheworldannuallySOURCE:GENESYSGLOB

3、ALSURVEY$289AveragevalueofeachlostbusinessrelationshipintheU.S.82%PercentageofAmericanswhosaidtheystoppeddoingbusinesswithacompanybecauseofpoorcustomerserviceSATISFACTIONCOUNTSWhenitcomestocustomerservice,satisfactioniswhatmattersmost.Infact,badcustomerservicec

4、ancostyoubillions.3Zendesk’sCustomerSatisfactionIndexdeliversaperiodicmeasureofcustomersatisfactionbycollectingdatafrommorethan15,000companiesserving65millionconsumersacross137countries.CUSTOMERSATISFACTIONINDEX4ThisglobalCustomerSatisfactionIndexistheresultofa

5、simplequestionaskedtomillionsofcustomersattheendofaserviceinteraction:“Howwouldyouratetheserviceyoureceived?”GLOBAL86%CUSTOMERSATISFACTIONGLOBALBENCHMARK5CUSTOMERSATISFACTIONBYINDUSTRYRealEstateITServices&ConsultancyHealthcareProfessionalServicesPersonal&Busine

6、ssSupportServicesFinancial&InsuranceServicesNonprofitEducationTechnology-HostingTravel,Hospitality&TourismMedia&TelecommunicationsSoftwareWebApplicationsTechnology-HardwareManufacturingMarketingRetail&WholesaleSocialMediaEntertainment&ArtsGLOBAL86%CUSTOMERSATIS

7、FACTIONZendeskcustomersallinteractdirectlywiththeirendcustomers,andallwanttodelightthoseendcustomers.Butsatisfactionvariesvastlyacrossindustries–someexpected,somenot.050%100%96%95%94%94%94%93%93%91%91%91%88%87%86%85%85%85%82%78%77%6REALESTATEANDITCONSULTING/SER

8、VICESRATEDHIGHESTINCUSTOMERSATISFACTIONOFANYINDUSTRY96%CUSTOMERSATISFACTION95%CUSTOMERSATISFACTIONRealEstateITServices&Consultancy7GLOBAL86%CUSTOMERCUSTOMERSATISFACTIONBYCOM