Unlike a survey or expert opinion, the Zendesk Benchmark is based on actual customer service and support interactions from more than 16,000 companies (across 125 countries) that opted to participate. It measures key metrics around customer support efficiency, customer self-service behavior, and levels of customer engagement.
This quarter, we took a closer look at analytics. Specifically, how companies who measure their customer satisfaction performance compare to those who don’t. The results: companies who take advantage of analytics reporting provide service that is quicker, more efficient, and results in higher customer satisfaction.Continue reading