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Zendesk research: customer satisfaction

Zendesk research: customer satisfaction

Last updated September 21, 2021

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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 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

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Zendesk research: customer satisfaction

Zendesk research: customer satisfaction

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