The Zendesk Customer Service Benchmark

Unlike a survey or expert opinion, the Zendesk Benchmark is based on actual customer service and support interactions from more than 25,000 companies (across 140 countries) that opted to participate. It measures key metrics around customer support efficiency, customer self-service behavior, and levels of customer engagement.

This quarter the Zendesk Benchmark report aims to better understand and measure some often-overlooked information such as the behavioral cues of customers and agents—including their mannerisms and vocabulary—as well as demographic data pulled from email addresses, and how that information can function as indicators of customer satisfaction.

Download the Q2 2014 Zendesk Benchmark report

Benchmark archives
Q1 2014 Zendesk Benchmark report
Q4 2013 Zendesk Benchmark report
Q3 2013 Zendesk Benchmark report
Q2 2013 Zendesk Benchmark report
Original Benchmark report, March 2012

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