Skip to main content

Article 1 min read

Zendesk research: customer satisfaction

Customer satisfaction is a metric that measures how satisfied a customer was with a single support interaction. It seems like a simple thing, but there are a surprising number of factors that can impact customer engagement, whether a customer feels the interaction was negative or positive, and ultimately if they’ll do business with you again. This Zendesk research report takes a closer look at customer satisfaction, including the:

  • Impact of first reply time

  • Customer’s use of various support channels

  • Correlation of customer tenure and customer satisfaction

  • Benchmark metrics for customer satisfaction

Download the full report for full details and insights.

Zendesk research: customer satisfaction