CUSTOMERBYTHENUMBERSSATISFACTIONZENDESKCUSTOMERSATISFACTIONINDEX,MARCH2012TABLEOFCONTENTSWhatDrivesCustomerSatisfaction?AbouttheScienceTheZendeskCustomerSatisfactionIndex3HabitsofBest-in-ClassCompanies1YESTERDAYSegregatedbychannelDisconnectedfrombusinessTreatedasacostcenterSubparconsumerexperienceTODAYInterconnectedchannelsupportCloselytiedtomarketing/salesTreatedasarevenueengineCriticaltoconsumerexperienceNEWCUSTOMERSUPPORT2$338.5BTheamountbadcustomerservicecostsmajorcountriesaroundtheworldannuallySOURCE:GENESYSGLOBALSURVEY$289AveragevalueofeachlostbusinessrelationshipintheU.S.82%PercentageofAmericanswhosaidtheystoppeddoingbusinesswithacompanybecauseofpoorcustomerserviceSATISFACTIONCOUNTSWhenitcomestocustomerservice,satisfactioniswhatmattersmost.Infact,badcustomerservicecancostyoubillions.3Zendesk’sCustomerSatisfactionIndexdeliversaperiodicmeasureofcustomersatisfactionbycollectingdatafrommorethan15,000companiesserving65millionconsumersacross137countries.CUSTOMERSATISFACTIONINDEX4ThisglobalCustomerSatisfactionIndexistheresultofasimplequestionaskedtomillionsofcustomersattheendofaserviceinteraction:“Howwouldyouratetheserviceyoureceived?”GLOBAL86%CUSTOMERSATISFACTIONGLOBALBENCHMARK5CUSTOMERSATISFACTIONBYINDUSTRYRealEstateITServices&ConsultancyHealthcareProfessionalServicesPersonal&BusinessSupportServicesFinancial&InsuranceServicesNonprofitEducationTechnology-HostingTravel,Hospitality&TourismMedia&TelecommunicationsSoftwareWebApplicationsTechnology-HardwareManufacturingMarketingRetail&WholesaleSocialMediaEntertainment&ArtsGLOBAL86%CUSTOMERSATISFACTIONZendeskcustomersallinteractdirectlywiththeirendcustomers,andallwanttodelightthoseendcustomers.Butsatisfactionvariesvastlyacrossindustries–someexpected,somenot.050%100%96%95%94%94%94%93%93%91%91%91%88%87%86%85%85%85%82%78%77%6REALESTATEANDITCONSULTING/SERVICESRATEDHIGHESTINCUSTOMERSATISFACTIONOFANYINDUSTRY96%CUSTOMERSATISFACTION95%CUSTOMERSATISFACTIONRealEstateITServices&Consultancy7GLOBAL86%CUSTOMERCUSTOMERSATISFACTI...
