Customer service 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.

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Getting Started with Net Promoter Score® Article

Getting Started with Net Promoter Score®

There’s a new way to measure customer loyalty in Zendesk. You have early access to our new…

Forrester Names Zendesk a ‘Strong Performer’ Article

Forrester Names Zendesk a ‘Strong Performer’

Zendesk was cited in The Forrester Wave™: Customer Service Solutions for Midsize Teams, Q4 2015 Customer…

Community tip: what metrics should you be tracking? Article

Community tip: what metrics should you be tracking?

By keeping a close eye on your team's current performance, you can start making adjustments to…

Community tip: The fab five for customer satisfaction Article

Community tip: The fab five for customer satisfaction

Five fabulous customer tips on customer satisfaction.

14 customer service resolutions for 2014: #resolve2solve Article

14 customer service resolutions for 2014: #resolve2solve

Happy New Year from Zendesk! As The Mentor might say (or rather, as English poet Edith…

Want to maximize survey response rates? Try this strategy Article

Want to maximize survey response rates? Try this strategy

You can control when to send your surveys, and data from 80M Zendesk customer satisfaction surveys…

4 steps to uncovering the right metrics for customer service Article

4 steps to uncovering the right metrics for customer service

Businesses are often surrounded by more data than they can handle. The trick is figuring out…

True stories of customer service ROI Article

True stories of customer service ROI

Any manager whose business thrives when customers are happy immediately understands the value of excellent customer…

How to create a customer survey people will actually complete Article

How to create a customer survey people will actually complete

Customers the world over are suffering from survey fatigue. But while customers may complain about too…

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Zendesk Insights: Advanced Analytics & Reporting

The business impact of customer service on customer lifetime value Article

The business impact of customer service on customer lifetime value

Irritating issues affect customers daily. In every industry, a customer will inevitably contact customer service to…

The impact of empowered support teams on small-business CX Article

The impact of empowered support teams on small-business CX

Learn how to set support agents up for success, giving them the tools to drive your business forward.

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One face of the brand customer support

Streamlining and improving the customer service experience has been proven to increase profits for retailers.1 Simply…

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Why We Introduced the Customer Satisfaction Metric