Zendesk Benchmark report: saying please and thank you matters

Zendesk Benchmark report: saying please and thank you matters

August 13, 2014
Zendesk Benchmark report: saying please and thank you matters

The Zendesk Benchmark typically focuses on metrics that measure operational efficiency, such as first reply time and average tickets per month, which are indicators of customer satisfaction. But what about concepts that are more difficult to quantify, such as manners, word choice, and even email domain? Certainly they must have an impact, but can they be measured?

The Q2 2014 Zendesk Benchmark report aims to answer just that. We looked at metrics that are likely overlooked by companies, producing some interesting and potentially useful results:

  • Customers who say “please” and “thank you” are more satisfied than those who don’t.
  • Agents who close emails with “yours sincerely” elicit higher customer satisfaction ratings than those who use “best wishes.”
  • Customers with yahoo.com email addresses are more difficult to please than those with mac.com.

As for the countries, New Zealand is once again on top with a customer satisfaction of 93%! However, the most striking update to this quarter’s Benchmark report is the addition of nine countries which had not previously met the threshold for inclusion. Among the newcomers is Italy, earning fourth place; less than a percentage point below Norway.

Read the full Zendesk Benchmark report

Want to be a part of the Zendesk Benchmark? To opt-in, go to your Admin settings in your Zendesk. Under the Settings section, you’ll find the Benchmark Survey.

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