Customer service metrics

Leverage data and personalization

Data is key to delivering a superior customer experience. Here’s how to use the right data to provide personalization and enhance the customer journey, from sales to support.

21 customer service KPIs

Customer service KPIs can provide insight into the effectiveness of your customer support. Discover the 21 most important metrics to track below.

Understand customer data

Data isn’t all schmaltz and talk, and more and more companies are adopting support strategies and CRM solutions where visible big data is fueling growth.

6 tips for creating more inclusive surveys

Surveys are stronger when they’re inclusive. These guiding principles will help you ask better questions and design more inclusive surveys.

Gartner: knowledge management will transform CRM customer service

Zendesk research: customer satisfaction

Customer satisfaction is a metric that measures how satisfied a customer was with a single support interaction

Zendesk Report

Dive into Zendesk's latest customer experience trends report, where we'll explore how (and why) customers are driving the industry forward

Measuring happiness: What's the difference between CSAT and NPS®?

What's the best way to measure customer happiness? Learn how to use CSAT and NPS, two different but valuable tools, to understand how your customers feel about you in the short- and the long-term.