For many companies, the last quarter of the year represents both a challenge and an opportunity: a huge jump in potential customers can mean an equally huge jump in revenue. But this also means more customers whose needs must be met, or customer satisfaction plummets. And as we know, this can have a serious impact on whether they choose you or your competitors in the future.
We recently released the latest Zendesk Benchmark report, which focused on the 4th quarter of 2013. As can be expected, industries like retail and travel, hospitality, and tourism had a rough time, dropping six and seven percentage points respectively. We took a closer look at customer service trends in the retail industry, specifically examining the reasons behind the the fourth quarter dip in customer satisfaction, which was much larger than the dip in 2012. The likely culprit? An increase in ticket volume without a concurrent increase in staffing levels.
The report also takes a look at two companies that maintained high satisfaction during the holiday season. Bonanza, which earned a satisfaction rating of 84% despite a 35% increase in ticket volume, and NatureBox, which made the decision to provide support directly over the phone, earning them an impressive 96% customer satisfaction. Read the report to learn more.
As for the countries, Norway took the top spot for the first time, with a customer satisfaction of 91%; 11 percentage points higher than the global average! Canada and Denmark followed closely with 89% each.
Read the full Zendesk Benchmark report
Learn more about Zendesk for retail