Metrics and data

Customer conversations are a gold mine for key insights, but how do you know what to look for? Find out how to capture, process, and iterate on customer data, so you can build the modern experiences your customers have come to expect.

Article

What is customer satisfaction score? (+ how to measure CSAT)

Customer satisfaction score is one of the most-used metrics for measuring customer loyalty. Here’s how CSAT can help you meet consumer expectations and elevate your business.

Latest stories

A 3-pronged approach to creating (and scaling) legendary customer service experiences Article

A 3-pronged approach to creating (and scaling) legendary customer service experiences

To consistently deliver the types of experiences today’s consumers expect, leverage innovative CX analytics, QA data, and individualized agent coaching.

11 customer retention metrics every support team should track Article

11 customer retention metrics every support team should track

Make sure customers stick around by regularly measuring customer retention metrics and leveraging key insights effectively.

Customer analytics 101: How to make the most of your data Article

Customer analytics 101: How to make the most of your data

How well do you know your customers? Use customer analytics to gain a deeper understanding of your audience so you can make smarter business decisions and improve CX.

Here’s why you should be investing more in customer service Article

Here’s why you should be investing more in customer service

According to our research, standout customer service can change anyone's mind—even your most upset customers.

31 customer service statistics you need to know Article

31 customer service statistics you need to know

Discover where your customers currently stand and what they’re looking for in 2022.

How to build customer intelligence (and why you should) Article

How to build customer intelligence (and why you should)

Today’s consumers expect personalized experiences, and in order to deliver, brands need customer intelligence. Here’s how to get it and what to do with it.

What skills and metrics CX teams need in ecommerce: An analysis Article

What skills and metrics CX teams need in ecommerce: An analysis

The 2020s will be remembered as the decade where ecommerce finally gained mainstream acceptance and use—but what does that mean for CX teams trying to keep up?

Report: The State of CX Maturity among SMBs of North America White Paper

Report: The State of CX Maturity among SMBs of North America

Is your CX strong, or do you need to catch up? Zendesk partnered with ESG to create this CX Maturity report.