The Zendesk Benchmark allows companies to compare key help desk metrics with thousands of others. Compare yourself against your industry peers or similarly sized companies. See how you stack up delivering support to businesses, consumers or internal employees. All without drowning in the data.
Super Simple Hot Melt Adhesives Glossary for Buyers, Purchasers and Procureme...Evan Thomas
We know purchasing, buying and procurement isn’t easy and sourcing a hot melt adhesives supplier probably isn’t the highlight of your day. ; ) Production manager’s and technologists speak a language of their own. But ultimately it’s your job to find the right product and the best supplier at a good price. So we’ve created this adhesives glossary as a quick-reference guide.
Benchmark 2014 | Global Results for Desktop Support | HDI 2015MetricNet
In this presentation, MetricNet reveals results of their 2014 Global Benchmarking Initiative for Desktop Support, the methodology, the KPIs used for benchmarking, and performance data from more than 140 companies worldwide!
What is Net Promoter Score?
Net Promoter Score was developed to measure customer loyalty. It indicates the likelihood that your current customers would recommend your product or service to people in their network.
Why should you measure your Net Promoter Score?
Net Promoter Scores are very effective at indicating customer loyalty (the likelihood that a customer will purchase from your company again).
It helps you identify which customers are at risk of churning. It also helps identify your promoters who are helpful for case studies and referrals.
This survey usually includes a follow up question that helps identify why customers are demoters or why they are promoters, which is equally as important.
Read everything you need to know about customer service metrics: http://blog.kayako.com/customer-support-metrics/
This presentation discusses how the quality of logistics operations can leave a deep impact on customers and what impact it can leave on customer service. Also helps understand management about the tradeoff between service levels, related costs and their impact on the bottom line.
Super Simple Hot Melt Adhesives Glossary for Buyers, Purchasers and Procureme...Evan Thomas
We know purchasing, buying and procurement isn’t easy and sourcing a hot melt adhesives supplier probably isn’t the highlight of your day. ; ) Production manager’s and technologists speak a language of their own. But ultimately it’s your job to find the right product and the best supplier at a good price. So we’ve created this adhesives glossary as a quick-reference guide.
Benchmark 2014 | Global Results for Desktop Support | HDI 2015MetricNet
In this presentation, MetricNet reveals results of their 2014 Global Benchmarking Initiative for Desktop Support, the methodology, the KPIs used for benchmarking, and performance data from more than 140 companies worldwide!
What is Net Promoter Score?
Net Promoter Score was developed to measure customer loyalty. It indicates the likelihood that your current customers would recommend your product or service to people in their network.
Why should you measure your Net Promoter Score?
Net Promoter Scores are very effective at indicating customer loyalty (the likelihood that a customer will purchase from your company again).
It helps you identify which customers are at risk of churning. It also helps identify your promoters who are helpful for case studies and referrals.
This survey usually includes a follow up question that helps identify why customers are demoters or why they are promoters, which is equally as important.
Read everything you need to know about customer service metrics: http://blog.kayako.com/customer-support-metrics/
This presentation discusses how the quality of logistics operations can leave a deep impact on customers and what impact it can leave on customer service. Also helps understand management about the tradeoff between service levels, related costs and their impact on the bottom line.
Business in Indonesia may have emerged from the global financial crisis more or less unscathed, but companies in the country cannot escape the higher expectations of corporate accountability that have come in its wake. Indeed according to the results of the 2010 Edelman Trust Barometer, informed publics in Indonesia have higher expectations of corporate accountability than any other country in Asia Pacific.
The results of this year’s study indicate that business in Indonesia cannot afford to relax, despite the strong performance of the local economy,” said Chadd McLisky, chairman of IndoPacific Edelman. “Trust has evolved from being a welcome side effect of corporate activity to a distinct line of business that companies must monitor closely and manage effectively in order to maintain a license to operate.”
Visit http://www.indopacedelman.com/ for more info.
Webinar on the shift in measuring customer differentiation from satisfaction to engagement, where customers emotionally connect with the service organization versus simply receive service within preestablished time limits. Source of competition for companies looking to differentiate themselves on other than simply price.
Profitable Customer Acquisition for Banks and Credit Unions. Traditional marketing strategies are ineffective and inefficient resulting in significant missed opportunities for Community Banks and Credit Unions. OptiRate offers a unique approach that enables Banks & Credit Unions to attract profitable customers at a fraction of their current customer acquisition costs.
Deliver the CX They Expect: Customer Experience Trends Report (Global Edition)Acquia
Get the latest CX insights from Acquia original research and learn key ways to improve your brand’s CX. Refine your CX approach by focusing on customers, technology, and data.
Customer Excellence with SAP Enterprise Information Management (xECM) delaware BeLux
Customer excellence requires all information about customer processes (CRM) and systems to be integrated with internal ERP processes. This allows companies to interact with customers in the smartest way possible whilst being able to offer new services in a changing market space.
We wanted to share our current thinking on how you can build “robotic” systems to enhance the e-commerce customer experience. The key elements:
* automated customer surveys to understand voice-of-customer and Net Promoter® Score in real-time
* automated customer segmentation by lifetime value
* automated customer segmentation by loyalty (using Net Promoter Score)
* process to help customers needing immediate response
* clustering customer issues together for longer-term strategic fix
* close-loop monitoring of results (Net Promoter Score and other metrics)
* Responding to customers with updates on your actions
You could roll-your-own solution, but we believe CustomerGauge has all the parts you need to start this now – and we have proof points from our major e-commerce clients including Canon, Philips and Vodafone.
Service&support as a strategic imperativeCatalina Popa
Leading edge companies regard their support organization as a strategic enabler, empowering support agents and focusing on impacting customer satisfaction. In doing so they are adopting a cross-channel support strategy, which includes remote support technologies. The results are real boosts in customer satisfaction and reduced support costs.
I don’t know much about ITSM, nor do I even know what ITIL stands for, let alone how to implement it. However, as the CEO of one of the top online customer service platforms, I do know a thing or two about customer service on the web. And the advent of social media combined with shift towards online, subscription-based businesses is creating a revolution in how companies staff, respond to, and value interactions with their customers. In this talk (an adaptation of my UserConf 2012 keynote) I’ll discuss how this revolution started, why we think it’s destined to succeed, and what your world looks like on the other side of it. So come find out what’s going on in the neighboring kingdom of online customer service. Because with the consumerization of IT, it may be coming to a service desk near you sooner than you think.
See Richard's TFT speaker Pinterest board: http://pinterest.com/servicedesk/richard-white/
2014 Professional Content Consumption ReportColumn Five
We teamed up with our friends at LinkedIn to create this presentation on Professional Content Consumption. Labeled "Content Revolutionaries," these high profile LinkedIn users are consuming and sharing content in record amounts. By engaging with these users your content has a greater chance of being seen, and shared to a broader audience.
Business in Indonesia may have emerged from the global financial crisis more or less unscathed, but companies in the country cannot escape the higher expectations of corporate accountability that have come in its wake. Indeed according to the results of the 2010 Edelman Trust Barometer, informed publics in Indonesia have higher expectations of corporate accountability than any other country in Asia Pacific.
The results of this year’s study indicate that business in Indonesia cannot afford to relax, despite the strong performance of the local economy,” said Chadd McLisky, chairman of IndoPacific Edelman. “Trust has evolved from being a welcome side effect of corporate activity to a distinct line of business that companies must monitor closely and manage effectively in order to maintain a license to operate.”
Visit http://www.indopacedelman.com/ for more info.
Webinar on the shift in measuring customer differentiation from satisfaction to engagement, where customers emotionally connect with the service organization versus simply receive service within preestablished time limits. Source of competition for companies looking to differentiate themselves on other than simply price.
Profitable Customer Acquisition for Banks and Credit Unions. Traditional marketing strategies are ineffective and inefficient resulting in significant missed opportunities for Community Banks and Credit Unions. OptiRate offers a unique approach that enables Banks & Credit Unions to attract profitable customers at a fraction of their current customer acquisition costs.
Deliver the CX They Expect: Customer Experience Trends Report (Global Edition)Acquia
Get the latest CX insights from Acquia original research and learn key ways to improve your brand’s CX. Refine your CX approach by focusing on customers, technology, and data.
Customer Excellence with SAP Enterprise Information Management (xECM) delaware BeLux
Customer excellence requires all information about customer processes (CRM) and systems to be integrated with internal ERP processes. This allows companies to interact with customers in the smartest way possible whilst being able to offer new services in a changing market space.
We wanted to share our current thinking on how you can build “robotic” systems to enhance the e-commerce customer experience. The key elements:
* automated customer surveys to understand voice-of-customer and Net Promoter® Score in real-time
* automated customer segmentation by lifetime value
* automated customer segmentation by loyalty (using Net Promoter Score)
* process to help customers needing immediate response
* clustering customer issues together for longer-term strategic fix
* close-loop monitoring of results (Net Promoter Score and other metrics)
* Responding to customers with updates on your actions
You could roll-your-own solution, but we believe CustomerGauge has all the parts you need to start this now – and we have proof points from our major e-commerce clients including Canon, Philips and Vodafone.
Service&support as a strategic imperativeCatalina Popa
Leading edge companies regard their support organization as a strategic enabler, empowering support agents and focusing on impacting customer satisfaction. In doing so they are adopting a cross-channel support strategy, which includes remote support technologies. The results are real boosts in customer satisfaction and reduced support costs.
I don’t know much about ITSM, nor do I even know what ITIL stands for, let alone how to implement it. However, as the CEO of one of the top online customer service platforms, I do know a thing or two about customer service on the web. And the advent of social media combined with shift towards online, subscription-based businesses is creating a revolution in how companies staff, respond to, and value interactions with their customers. In this talk (an adaptation of my UserConf 2012 keynote) I’ll discuss how this revolution started, why we think it’s destined to succeed, and what your world looks like on the other side of it. So come find out what’s going on in the neighboring kingdom of online customer service. Because with the consumerization of IT, it may be coming to a service desk near you sooner than you think.
See Richard's TFT speaker Pinterest board: http://pinterest.com/servicedesk/richard-white/
2014 Professional Content Consumption ReportColumn Five
We teamed up with our friends at LinkedIn to create this presentation on Professional Content Consumption. Labeled "Content Revolutionaries," these high profile LinkedIn users are consuming and sharing content in record amounts. By engaging with these users your content has a greater chance of being seen, and shared to a broader audience.
Newsroom Creative - Fueling Your Content CreationColumn Five
Creating visual content is hard. Creating consistent and timeline visual content is even harder. That's why we've established a new program called Newsroom Creative. This program allows brands to create visual content in a timely fashion, and at a scalable frequency. For more information visit our website.
Divisible Content 101: How to Get More For LessColumn Five
As brands ramp up content marketing, they often find it challenging to produce enough content for the many publishing platforms and audiences they need to reach – efficiently and at scale. The Divisible Content approach is an efficient strategy that allows brands to produce large volumes of content while expending minimal time and resources.
Our work is more than a job; it’s a reflection of who we
are and what we want to put out into the world.
With our collective skills, we have the unique opportunity to tell meaningful stories that connect with audiences and move them to action. It’s a capability we are fortunate to have, and we feel compelled to do as much good with it as we can. That’s why we love to work with nonprofit partners who share our values.
10 Tips For Designing Effective Visual CommunicationColumn Five
When designing visual content, it's sometimes tempting to just get it out the door, but it's important to remember the basics of good design. These 10 tips for designing effective visual communication will help ensure your visual content is beautiful and engaging.
Everything You Need to Know About Visual ContentColumn Five
"Visual content” is the hot new term in content marketing. But what does it really mean, and how can you use it to your advantage? Check out this SlideShow to learn about:
-Why audiences connect to visual content better than written content
-The different formats of visual content and how they relate to each other
-Publishing platforms you can leverage
-How to measure the ROI of your efforts
-How to get started creating your own content
10 Tips For a Successful Group BrainstormColumn Five
A good ideation session is what creative types live for, but without guidelines, brainstorms can devolve into unproductive time-sucks. Follow these tips to make the most of your next brainstorm session.
A Business Guide to Visual CommunicationColumn Five
As humans, we are biologically wired to process the world visually. We understand images instantly—long before we learn the language to describe them. That is why visual communication is the most powerful medium for transferring volumes of information. In a world of exponential information growth, we crave content that is efficient, engaging and easy to synthesize. Thus,communication as a whole, both in media and the enterprise, is becoming increasingly visual. But successful content is not simply created from words and pictures thrown together. It is crafted with intent, understanding and a solid framework. This guide will show you why visual communication works—and how to make it work for you.
In this presentation deck, created for a talk by Column Five CEO, Jason Lankow, we start out with some fundamentals from our book, Infographics: The Power of Visual Storytelling, and then discuss three important trends defining the future of infographics. These slides were talking points for the most part, but there are some really helpful examples and we would also be happy to walk through this content with you anytime if you would like to understand the details at a more granular level and to discuss ways these trends impact your organization.
The key differences between the MDR and IVDR in the EUAllensmith572606
In the European Union (EU), two significant regulations have been introduced to enhance the safety and effectiveness of medical devices – the In Vitro Diagnostic Regulation (IVDR) and the Medical Device Regulation (MDR).
https://mavenprofserv.com/comparison-and-highlighting-of-the-key-differences-between-the-mdr-and-ivdr-in-the-eu/
RMD24 | Debunking the non-endemic revenue myth Marvin Vacquier Droop | First ...BBPMedia1
Marvin neemt je in deze presentatie mee in de voordelen van non-endemic advertising op retail media netwerken. Hij brengt ook de uitdagingen in beeld die de markt op dit moment heeft op het gebied van retail media voor niet-leveranciers.
Retail media wordt gezien als het nieuwe advertising-medium en ook mediabureaus richten massaal retail media-afdelingen op. Merken die niet in de betreffende winkel liggen staan ook nog niet in de rij om op de retail media netwerken te adverteren. Marvin belicht de uitdagingen die er zijn om echt aansluiting te vinden op die markt van non-endemic advertising.
Business Valuation Principles for EntrepreneursBen Wann
This insightful presentation is designed to equip entrepreneurs with the essential knowledge and tools needed to accurately value their businesses. Understanding business valuation is crucial for making informed decisions, whether you're seeking investment, planning to sell, or simply want to gauge your company's worth.
Affordable Stationery Printing Services in Jaipur | Navpack n PrintNavpack & Print
Looking for professional printing services in Jaipur? Navpack n Print offers high-quality and affordable stationery printing for all your business needs. Stand out with custom stationery designs and fast turnaround times. Contact us today for a quote!
Premium MEAN Stack Development Solutions for Modern BusinessesSynapseIndia
Stay ahead of the curve with our premium MEAN Stack Development Solutions. Our expert developers utilize MongoDB, Express.js, AngularJS, and Node.js to create modern and responsive web applications. Trust us for cutting-edge solutions that drive your business growth and success.
Know more: https://www.synapseindia.com/technology/mean-stack-development-company.html
[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Sustainability has become an increasingly critical topic as the world recognizes the need to protect our planet and its resources for future generations. Sustainability means meeting our current needs without compromising the ability of future generations to meet theirs. It involves long-term planning and consideration of the consequences of our actions. The goal is to create strategies that ensure the long-term viability of People, Planet, and Profit.
Leading companies such as Nike, Toyota, and Siemens are prioritizing sustainable innovation in their business models, setting an example for others to follow. In this Sustainability training presentation, you will learn key concepts, principles, and practices of sustainability applicable across industries. This training aims to create awareness and educate employees, senior executives, consultants, and other key stakeholders, including investors, policymakers, and supply chain partners, on the importance and implementation of sustainability.
LEARNING OBJECTIVES
1. Develop a comprehensive understanding of the fundamental principles and concepts that form the foundation of sustainability within corporate environments.
2. Explore the sustainability implementation model, focusing on effective measures and reporting strategies to track and communicate sustainability efforts.
3. Identify and define best practices and critical success factors essential for achieving sustainability goals within organizations.
CONTENTS
1. Introduction and Key Concepts of Sustainability
2. Principles and Practices of Sustainability
3. Measures and Reporting in Sustainability
4. Sustainability Implementation & Best Practices
To download the complete presentation, visit: https://www.oeconsulting.com.sg/training-presentations
Cracking the Workplace Discipline Code Main.pptxWorkforce Group
Cultivating and maintaining discipline within teams is a critical differentiator for successful organisations.
Forward-thinking leaders and business managers understand the impact that discipline has on organisational success. A disciplined workforce operates with clarity, focus, and a shared understanding of expectations, ultimately driving better results, optimising productivity, and facilitating seamless collaboration.
Although discipline is not a one-size-fits-all approach, it can help create a work environment that encourages personal growth and accountability rather than solely relying on punitive measures.
In this deck, you will learn the significance of workplace discipline for organisational success. You’ll also learn
• Four (4) workplace discipline methods you should consider
• The best and most practical approach to implementing workplace discipline.
• Three (3) key tips to maintain a disciplined workplace.
Recruiting in the Digital Age: A Social Media MasterclassLuanWise
In this masterclass, presented at the Global HR Summit on 5th June 2024, Luan Wise explored the essential features of social media platforms that support talent acquisition, including LinkedIn, Facebook, Instagram, X (formerly Twitter) and TikTok.
"𝑩𝑬𝑮𝑼𝑵 𝑾𝑰𝑻𝑯 𝑻𝑱 𝑰𝑺 𝑯𝑨𝑳𝑭 𝑫𝑶𝑵𝑬"
𝐓𝐉 𝐂𝐨𝐦𝐬 (𝐓𝐉 𝐂𝐨𝐦𝐦𝐮𝐧𝐢𝐜𝐚𝐭𝐢𝐨𝐧𝐬) is a professional event agency that includes experts in the event-organizing market in Vietnam, Korea, and ASEAN countries. We provide unlimited types of events from Music concerts, Fan meetings, and Culture festivals to Corporate events, Internal company events, Golf tournaments, MICE events, and Exhibitions.
𝐓𝐉 𝐂𝐨𝐦𝐬 provides unlimited package services including such as Event organizing, Event planning, Event production, Manpower, PR marketing, Design 2D/3D, VIP protocols, Interpreter agency, etc.
Sports events - Golf competitions/billiards competitions/company sports events: dynamic and challenging
⭐ 𝐅𝐞𝐚𝐭𝐮𝐫𝐞𝐝 𝐩𝐫𝐨𝐣𝐞𝐜𝐭𝐬:
➢ 2024 BAEKHYUN [Lonsdaleite] IN HO CHI MINH
➢ SUPER JUNIOR-L.S.S. THE SHOW : Th3ee Guys in HO CHI MINH
➢FreenBecky 1st Fan Meeting in Vietnam
➢CHILDREN ART EXHIBITION 2024: BEYOND BARRIERS
➢ WOW K-Music Festival 2023
➢ Winner [CROSS] Tour in HCM
➢ Super Show 9 in HCM with Super Junior
➢ HCMC - Gyeongsangbuk-do Culture and Tourism Festival
➢ Korean Vietnam Partnership - Fair with LG
➢ Korean President visits Samsung Electronics R&D Center
➢ Vietnam Food Expo with Lotte Wellfood
"𝐄𝐯𝐞𝐫𝐲 𝐞𝐯𝐞𝐧𝐭 𝐢𝐬 𝐚 𝐬𝐭𝐨𝐫𝐲, 𝐚 𝐬𝐩𝐞𝐜𝐢𝐚𝐥 𝐣𝐨𝐮𝐫𝐧𝐞𝐲. 𝐖𝐞 𝐚𝐥𝐰𝐚𝐲𝐬 𝐛𝐞𝐥𝐢𝐞𝐯𝐞 𝐭𝐡𝐚𝐭 𝐬𝐡𝐨𝐫𝐭𝐥𝐲 𝐲𝐨𝐮 𝐰𝐢𝐥𝐥 𝐛𝐞 𝐚 𝐩𝐚𝐫𝐭 𝐨𝐟 𝐨𝐮𝐫 𝐬𝐭𝐨𝐫𝐢𝐞𝐬."
2. TABLE OF CONTENTS
The Zendesk Customer Satisfaction Index
What Drives Customer Satisfaction?
3 Habits of Best-in-Class Companies
About the Science
1
3. NEW CUSTOMER SUPPORT
YESTERDAY TODAY
Segregated by channel Interconnected channel support
Disconnected from business Closely tied to marketing/sales
Treated as a cost center Treated as a revenue engine
Subpar consumer experience Critical to consumer experience
2
4. SATISFACTION COUNTS
When it comes to customer service, satisfaction is what matters
most. In fact, bad customer service can cost you billions.
$338.5B 82% $289
The amount bad customer service Percentage of Americans who said they Average value of each lost
costs major countries around the stopped doing business with a company business relationship in the U.S.
world annually because of poor customer service
3 SOURCE: GENESYS GLOBAL SURVEY
5. CUSTOMER SATISFACTION INDEX
Zendesk’s Customer Satisfaction Index delivers a periodic measure of
customer satisfaction by collecting data from more than 15,000
companies serving 65 million consumers across 137 countries.
4
6. GLOBAL BENCHMARK
This global Customer
Satisfaction Index is
GLOBAL the result of a simple
86%
question asked to
millions of customers
at the end of a service
interaction: “How
CUSTOMER would you rate the
SATISFACTION
service you received?”
5
7. CUSTOMER SATISFACTION
BY INDUSTRY
Real Estate
IT Services & Consultancy
96%
GLOBAL
86%
95%
Healthcare 94%
Professional Services 94%
Personal & Business Support Services 94%
Financial & Insurance Services 93% CUSTOMER
Nonprofit 93% SATISFACTION
Education 91%
Technology - Hosting 91%
Travel, Hospitality & Tourism 91% Zendesk customers all interact
Media & Telecommunications 88%
directly with their end customers,
Software 87%
Web Applications
and all want to delight those end
86%
Technology - Hardware
customers.
85%
Manufacturing 85%
Marketing 85%
But satisfaction varies vastly
Retail & Wholesale 82% across industries–some expected,
Social Media 78% some not.
Entertainment & Arts 77%
0 50% 100%
6
8. REAL ESTATE AND IT CONSULTING/SERVICES
RATED HIGHEST IN CUSTOMER SATISFACTION OF ANY INDUSTRY
Real Estate 96%
CUSTOMER
SATISFACTION
IT Services
& Consultancy
95%
CUSTOMER
SATISFACTION
7
9. CUSTOMER SATISFACTION
BY COMPANY SIZE
100
GLOBAL
86%
91% 93%
88% 90%
84%
CUSTOMER
SATISFACTION
50
The smallest
companies—whether a
mom-and-pop operation, small
business or a tech
startup—perform well across
almost every industry.
0
1-9 10-99 100-499 500-4,999 5,000+
8
10. WHY DO MIDDLE-CLASS COMPANIES STRUGGLE?
CUSTOMER SATISFACTION
BY COMPANY SIZE
100
93%
91% 90%
88%
84% Yet once these companies
reach a certain scale—over 10
employees—service suffers.
50 It’s not until companies reach
scale (500 employees) and
have mature processes and
structures that they recover
their customer service levels.
0
1-9 10-99 100-499 500-4,999 5,000+
9
11. CUSTOMER SATISFACTION
BY TARGET AUDIENCE
100
GLOBAL
86%
93% 94%
82%
CUSTOMER
SATISFACTION
50
Support organizations serve one of
three audiences—consumers, other
businesses or internal employees.
Satisfaction varies widely, depending
on which audience you deliver
support to.
0
Businesses Consumers Internal (employees)
10
12. YOU’D EXPECT THIS:
CUSTOMER SATISFACTION
BY TARGET AUDIENCE
100
93% 94%
82%
Support sites that service
consumers score the lowest of
any audience. And many
50 consumer-facing support sites
score well below 75 percent.
Apparently, consumers are
cranky when it comes to
support.
0
Businesses Consumers Internal (employees)
11
13. WHAT YOU WOULDN’T EXPECT IS THIS:
CUSTOMER SATISFACTION
BY TARGET AUDIENCE
100
93%
82% 94%
Internal help desks (think of your
IT team that handles employee
requests for software or network
help) have higher customer
satisfaction ratings than help desks
50 that support either consumers or
other businesses.
Perhaps IT doesn’t deserve its
unhelpful stigma?
0
Businesses Consumers Internal (employees)
12
14. CUSTOMER SATISFACTION
BY COUNTRY*
UNITED KINGDOM: 83% FRANCE: 57%
0% 100% 0% 100%
RUSSIA: 80%
GERMANY: 88%
0% 100%
CANADA: 93% 0% 100%
0% 100%
ITALY: 81%
UNITED STATES: 87% 0% 100%
0% 100%
SPAIN: 81%
0% 100%
AUSTRALIA: 93%
BRAZIL: 79% INDIA: 70% 0% 100%
0% 100% 0% 100%
Australia and Canada lead our Customer Satisfaction Index at
0% 50% 100%
93 %
13 *Countries with the largest economies are shown
17. THIS IS THE WINNING FORMULA
FOR CUSTOMER SATISFACTION DEVELOPED BY ZENDESK
Bigger companies that efficiently deliver high-quality support at a large
scale have the most satisfied customers.
16
18. CUSTOMER SATISFACTION
EFFICIENCY
SCALE QUALITY
How many issues How well What is the quality
are you receiving? do you handle of the support you
customer issues? give?
###
Number of First Response % of Tickets
Tickets Time Resolved
17
19. F(X) = SCALE x EFFICIENCY x QUALITY
NUMBER OF TICKETS BY INDUSTRY
0 1,000 2,000
Social Media 1,625 SIZE MATTERS
Entertainment & Arts 1,560
Travel, Hospitality & Tourism 1,495
Each ticket constitutes a customer
Retail & Wholesale 1,413
interaction, making it a good
Marketing 979
measure of the frequency and
Media & Telecommunications 692 scale of your customer touches.
Web Applications 675
Financial & Insurance Services 613 Customers increasingly serve
Software 527 themselves via the web through
Education 505 well-crafted online forums, FAQs
Healthcare 413 and knowledge bases.
Manufacturing 385
Technology - Hosting 360 On average, Zendesk-powered
Technology - Hardware 337 help desks handle more than
Personal and Business Support Services 315 600 tickets per month, and
Nonprofit 267
drive more than 2,600 page
Professional Services 261
Real Estate
views to their online forums.
212
IT Services & Consultancy 181
18
20. F(X) = SCALE x EFFICIENCY x QUALITY
FIRST RESPONSE TIME BY INDUSTRY
0 12hrs 24hrs 36hrs 48hrs
Manufacturing 38.2 hrs
Marketing 32.7 hrs
Entertainment & Arts 31.5 hrs
Education 30.8 hrs
We have a limited budget and staff,
Financial & Insurance Services 28.6 hrs
so we need to make sure we’re
Nonprofit 28.3 hrs delighting our customers as
IT Services & Consultancy 28.2 hrs efficiently as possible. This is why
Technology - Hardware 28.1 hrs first-response time is a great
Retail & Wholesale 26.6 hrs efficiency measure. The average
Social Media 25.9 hrs first-response time across all
Real Estate 24.8 hrs Zendesk tickets is over 23.6 hours.
Healthcare 22.9 hrs Those taking more than a day to
Media & Telecommunications 22.7 hrs get back to customers may want to
Personal and Bus. Support Services 22.3 hrs reexamine their processes.
Software 21.5 hrs
Professional Services 18.2 hrs
Web Applications 18.1 hrs
Travel, Hospitality & Tourism 14.7 hrs
Technology - Hosting 14.5 hrs
19
21. F(X) = SCALE x EFFICIENCY x QUALITY
% OF TICKETS IN 1 TOUCH BY INDUSTRY
0% 50% 100%
IT Services & Consultancy 78% The percentage of
Education 82%
Entertainment & Arts 90%
tickets resolved in one
Financial & Insurance services 85% touch across all Zendesk
Technology - Hardware 71% tickets is 85%
Healthcare 88%
Technology - Hosting 76%
Manufacturing 77%
Zendesk’s third measure is
Marketing 89%
quality, which is measured by
Media & Telecommunications 86%
Nonprofit 85%
one-touch tickets.
Professional Services 85%
Real Estate 82% “One-touch” tickets are those
Retail & Wholesale 87% resolved with only one service
Social Media 85% interaction. The higher your
Software 82% one-touch percentage, the
Personal & Business Support Services 82% higher your service quality.
Travel, Hospitality & Tourism 84%
Web Applications 86%
20
22. ZENDESK BENCHMARK
Satisfaction Efficiency Scale
86%
23.6hrs 630
Customer First-Response Tickets per
Satisfaction Time Month
Across 15,000 Global Accounts
21
23. INTERESTING ANECDOTES
ABOUT SATISFACTION SCORE
Zendesk Benchmark Average Social Media Entertainment
SATISFACTION SCORE NUMBER OF TICKETS FIRST RESPONSE TIME
BY INDUSTRY BY INDUSTRY BY INDUSTRY
###
100%
0(hrs)
86
78 77 630 58.9
50 10
50% 1,625
44.6
1,560 1,560 40 20
0(Tkt) 1,000 2,000
23.6
0%
30
Low satisfaction ratings are the result of high ticket volume and slow
first-response time, as evidenced by consumer-facing companies.
22
25. BEST-IN-CLASS COMPANIES
Data can be overwhelming, but there are three clear behaviors that
separate best-in-class companies from the rest:
IMMEDIATE RESPONSE MATTERS
YOU HAVE TO BE WHERE YOUR CUSTOMERS ARE
LET YOUR CUSTOMERS SERVE THEMSELVES
24
26. IMMEDIATE RESPONSE
The clock begins ticking the
moment you receive a ticket.
Responding quickly has the single
greatest impact on customer
satisfaction.
ON HOLD
90%
0% 100%
10:03
FACTOID:
Companies with an average first-response
time under 10 hours have customer
satisfaction over 90 percent.
25
27. BE WHERE YOUR CUSTOMERS ARE
Today, it’s critical to be
available where your
customers want to reach
you: your website,
Facebook, Twitter, email,
phone or chat.
Companies that support
their customers across
multiple channels drive
higher engagement and
respond faster to customer
inquiries—all increasing
satisfaction.
26
28. LET CUSTOMERS SERVE THEMSELVES
FORUM VIEW:TICKET RATIO
SATISFACTION FORUM VIEWS/TICKET
86% 4.2
All Companies 0% 100%
87% 4.0
Software 0% 100%
93%
Best-in-Class 0% 100% 7.5
Software
Companies that offer rich self-service customer support forums
and FAQs have a higher level of customer satisfaction.
Best-in-class companies invest in self-service, and those with
higher forum traffic drive greater satisfaction—especially in the
software industry.
27
31. ZENDESK DELIVERS AT GLOBAL SCALE
100
137 15,000 65 MILLION
COUNTRIES SERVED CUSTOMERS
ENTERPRISES
MILLION
SERVICE
INTERACTIONS
PER YEAR
30
32. THE BENCHMARK IS MEASURED BY
INSIGHTS BASED ON ACTUAL HELP DESK USAGE:
We offer the metrics you need to measure your support volume, help
desk efficiency and quality of engagement.
LOADS OF COMPARISONS:
With the Zendesk Benchmark, you can compare yourself to the overall
population of Zendesk-powered help desks, to your industry peers, to
companies of similar size or to companies supporting similar end users.
The Zendesk Benchmark is not your typical “expert” survey. It’s
comprised of metrics based on real product usage and customer
engagement.
31
33. ZENDESK BENCHMARK
DATA COLLECTION FROM MASSIVE CUSTOMER BASE
10,000+ 11,000+
Survey Accounts with
Respondents Usage Data
(Accounts) (Q4 2011)
Large-Scale Demographic and Usage Data
32
34. METRICS THAT MATTER
TICKETS ARE THE CORE OF SUPPORT INTERACTIONS
Customer Satisfaction Satisfaction Rating from End User
# of Tickets per Month Total Volume of New Tickets
First-Response Time First-Response Time During Business Hours
Tickets per Agent # of Tickets Solved per Active Agent
% of Tickets in One Touch Tickets Resolved in One Human Interaction
FORUMS DRIVE CUSTOMER SELF-SERVICE
# of Forum Views Overall Monthly Forum Traffic
Forum View:Ticket Ratio Measure of Customer Self-Service
Forum-Search Effectiveness Click-Through Rate for Forum Searches
33
35. YOU CAN START MEASURING
YOUR CUSTOMER’S
SATISFACTION
WITH ZENDESK
TODAY
34