Zendesk Benchmark: Global customer satisfaction rises to 83% (Germany)

Germany gains one point and therefore customer satisfaction is at 80% in the second quarter

BERLIN, GERMANY — August 13, 2014 – The average global customer satisfaction increased by 2 points reaching 83 percent. With the top and bottom industries and countries generally holding steady, Germany gains one percentage point compared to the previous quarter and is now at 80% customer satisfaction, which is now only three percent below the global average. This is the result of the Zendesk Benchmark report for the second quarter 2014, a quarterly report by leading cloud-based customer service platform Zendesk.

“A global customer satisfaction of 83% is a good place to start“, says Martin Lingel, Marketing Program Manager at Zendesk. “It is also nice to see that Germany could improve its customer satisfaction levels. Yet it has to be our goal to increase customer satisfaction across all industries and hence create an ideal customer experience over all touchpoints. Countries such as New Zealand and Canada which show a customer satisfaction of more than 90% should be our role models. For companies this means creating long-term customer service processes which enable them to be flexible and agile and to react to technical or social developments.”

The complete report is available for free at https://www.zendeskbenchmark.com/

Customer Satisfaction by Industry: Social Media Gains

The 2-point rebound in overall customer satisfaction comes as industries with historically poor ratings, including social media and retail, saw recent gains. While still among the most poorly performing industries, social media is no longer in last place and demonstrated the most improvement across all industries in the second quarter, gaining 9 percentage points to reach 78 percent. IT services and consultancy leads in industry rank unchanged at 94 percent customer satisfaction, while education has gained a percentage point. For the first time in three consecutive quarters, government and non-profit has dropped lower than No. 2 in the top industry category.

TOP INDUSTRIES Q2 (2014) SINCE Q1 (2014)*

1

IT Services & Consultancy

94%

0

2

Education

93%

1

3

Government & Non-profit

93%

-2

 

Bottom Industries Q2 (2014) Since Q1 (2014)*

1

Entertainment & Gaming

75%

1

2

Social Media

78%

9

3

Travel, Hospitality & Tourism

82%

2

 

Customer Satisfaction by Country: Italy and Columbia Make List for the First Time

For the first time, Italy and Columbia made the list, coming in at No. 4 and No. 30, respectively. For a country to be included in the quarterly report, it must have a minimum of 10,000 responses during the quarter. New Zealand is steady in the No. 1 spot for the third consecutive quarter, with 93 percent customer satisfaction. Canada and Norway are tied at No. 2 for the second quarter in a row with 92 percent satisfaction.

TOP COUNTRIES Q2 (2014) SINCE Q1 (2014)*

1

New Zealand

93%

1

2

Canada

92%

2

3

Norway

92%

2

BOTTOM COUNTRIES Q2 (2014) SINCE Q1 (2014)*

1

India

58%

-1

2

Turkey

68%

6

3

Colombia

71%

n/a**

 

About the Zendesk Benchmark

The Zendesk Benchmark is based on actual customer service and support interactions between 25,000 participating organizations and their customers across 140 countries. Introduced in March 2012, it allows organizations to compare their customer service performance against industry peers. It measures key metrics around customer support efficiency, customer self-service behavior, and levels of customer engagement. Customer satisfaction is based on the percentage of positive responses to the question of whether or not a customer was satisfied with a customer service interaction. For a country to be included in the quarterly report, it must have a minimum of 10,000 responses during the quarter.

About Zendesk

Zendesk provides a customer service platform designed to bring organizations and their customers closer together. With more than 45,000 customer accounts, Zendesk is used by organizations in 140 countries to provide support in more than 40 languages. Founded in 2007 and headquartered in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia and South America.


*Change in percentage points

**Did not meet minimum threshold requirement in Q1

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