CUSTOMERBYTHENUMBERSSATISFACTIONZENDESKCUSTOMERSATISFACTIONINDEX,MARCH2012TABLEOFCONTENTSWhatDrivesCustomerSatisfaction?AbouttheScienceTheZendeskCustomerSatisfactionIndex3HabitsofBest-in-ClassCompanies1YESTERDAYSegregatedbychannelDisconnectedfrombusinessTreatedasacostcenterSubparconsumerexperienceTODAYInterconnectedchannelsupportCloselytiedtomarketing/salesTreatedasarevenueengineCriticaltoconsumerexperienceNEWCUSTOMERSUPPORT2更多PPT：XZX$338.5BTheamountbadcustomerservicecostsmajorcountriesaroundtheworldannuallySOURCE:GENESYSGLOBALSURVEY$289AveragevalueofeachlostbusinessrelationshipintheU.S.82%PercentageofAmericanswhosaidtheystoppeddoingbusinesswithacompanybecauseofpoorcustomerserviceSATISFACTIONCOUNTSWhenitcomestocustomerservice,satisfactioniswhatmattersmost.Infact,badcustomerservicecancostyoubillions.3更多PPT：XZXZendesk’sCustomerSatisfactionIndexdeliversaperiodicmeasureofcustomersatisfactionbycollectingdatafrommorethan15,000companiesserving65millionconsumersacross137countries.CUSTOMERSATISFACTIONINDEX4更多PPT：XZXThisglobalCustomerSatisfactionIndexistheresultofasimplequestionaskedtomillionsofcustomersattheendofaserviceinteraction:“Howwouldyouratetheserviceyoureceived?”GLOBAL86%CUSTOMERSATISFACTIONGLOBALBENCHMARK5更多PPT：XZXCUSTOMERSATISFACTIONBYINDUSTRYRealEstateITServices&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%6更多PPT：XZXREALESTATEANDITCONSULTING/SERVICESRATEDHIGHESTINCUSTOMERSATISFACTIONOFANYINDUSTRY96%CUSTOMERSATISFACTION95%CUSTOMERSATISFACTIONRealEsta...
