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, we took a closer look at the retail industry. Specifically, we examined the reasons behind the six point dip that retailers saw in customer satisfaction in the fourth quarter, which was much larger than the dip in 2012. The likely culprit? An increase in ticket volume without a concurrent increase in staffing levels.Continue reading