With the release of the our quarterly Zendesk Benchmark report, we’re very happy to announce that customer satisfaction rose globally for the second consecutive quarter after more than a year in decline. For the third quarter of 2013, the average customer satisfaction rating reached 82 percent, its highest level since the first quarter of 2012.
Unlike a survey or expert opinion, the Zendesk Benchmark is based on actual customer service and support interactions from more than 16,000 companies (across 125 countries) that opted to participate. It measures key metrics around customer support efficiency, customer self-service behavior, and levels of customer engagement.
This quarter’s report also examined some of the factors that can have an impact on customer satisfaction: time of day, support channel, and customer tenure.
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