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1、THELEADERSANDLAGGARDSCUSTOMERSSATISFACTIONBYCOUNTRY*,THELEADERSSATISFACTIONSCORECROATIA:98%,100%100%100%100%,0%PORTUGAL:96%0%THAILAND:96%0%GREECE:95%0%,THELAGGARDSSATISFACTIONSCORECHINA:59%,100%100%100%100%,0%FRANCE:52%0%QATAR:45%0%TURKEY:43%0%,*Minimum100satisfactionratings14,SOWHATDRIVES,CUSTOMER,
2、SATISFACTION?,15,Biggercompaniesthatefficientlydeliverhigh-qualitysupportatalargescalehavethemostsatisfiedcustomers.,THISISTHEWINNINGFORMULA,FORCUSTOMERSATISFACTIONDEVELOPEDBYZENDESK,16,CUSTOMERSATISFACTION,EFFICIENCYHowwelldoyouhandlecustomerissues?FirstResponseTime,QUALITYWhatisthequalityofthesupp
3、ortyougive?%ofTicketsResolved,SCALEHowmanyissuesareyoureceiving?#NumberofTickets,17,SIZEMATTERSEachticketconstitutesacustomerinteraction,makingitagoodmeasureofthefrequencyandscaleofyourcustomertouches.Customersincreasinglyservethemselvesviathewebthroughwell-craftedonlineforums,FAQsandknowledgebases.
4、Onaverage,Zendesk-poweredhelpdeskshandlemorethan600ticketspermonth,anddrivemorethan2,600pageviewstotheironlineforums.,1,6251,5601,4951,413979692675613527505413385360337315267261212181,SocialMediaEntertainment&ArtsTravel,Hospitality&TourismRetail&WholesaleMarketingMedia&TelecommunicationsWebApplicati
5、onsFinancial&InsuranceServicesSoftwareEducationHealthcareManufacturingTechnology-HostingTechnology-HardwarePersonalandBusinessSupportServicesNonprofitProfessionalServicesRealEstateITServices&Consultancy,0,1,000,2,000,F(X)=SCALExEFFICIENCYxQUALITYNUMBEROFTICKETSBYINDUSTRY,18,Wehavealimitedbudgetandst
6、aff,soweneedtomakesureweredelightingourcustomersasefficientlyaspossible.Thisiswhyfirst-responsetimeisagreatefficiencymeasure.Theaveragefirst-responsetimeacrossallZendeskticketsisover23.6hours.Thosetakingmorethanadaytogetbacktocustomersmaywanttoreexaminetheirprocesses.,F(X)=SCALExEFFICIENCYxQUALITYFI
7、RSTRESPONSETIMEBYINDUSTRY,ManufacturingMarketing,Entertainment&ArtsEducationFinancial&InsuranceServicesNonprofitITServices&ConsultancyTechnology-HardwareRetail&WholesaleSocialMediaRealEstateHealthcareMedia&TelecommunicationsPersonalandBus.SupportServicesSoftwareProfessionalServicesWebApplicationsTra
8、vel,Hospitality&TourismTechnology-Hosting,0,24hrs,48hrs,36hrs,12hrs,38.2hrs32.7hrs,31.5hrs30.8hrs28.6hrs28.3hrs28.2hrs28.1hrs26.6hrs25.9hrs24.8hrs22.9hrs22.7hrs22.3hrs21.5hrs18.2hrs18.1hrs14.7hrs14.5hrs,19,ITServices&ConsultancyEducationEntertainment&ArtsFinancial&InsuranceservicesTechnology-Hardwar
9、eHealthcareTechnology-HostingManufacturingMarketingMedia&TelecommunicationsNonprofitProfessionalServicesRealEstateRetail&WholesaleSocialMediaSoftwarePersonal&BusinessSupportServicesTravel,Hospitality&TourismWebApplications,0%,50%,100%,78%82%90%85%71%88%76%77%89%86%85%85%82%87%85%82%82%84%86%,F(X)=SC
10、ALExEFFICIENCYxQUALITY%OFTICKETSIN1TOUCHBYINDUSTRY,20,ThepercentageofticketsresolvedinonetouchacrossallZendeskticketsis85%Zendesksthirdmeasureisquality,whichismeasuredbyone-touchtickets.“One-touch”ticketsarethoseresolvedwithonlyoneserviceinteraction.Thehigheryourone-touchpercentage,thehigheryourserv
11、icequality.,ZENDESKBENCHMARK,Scale630TicketsperMonth,Satisfaction86%CustomerSatisfaction,Efficiency23.6hrsFirst-ResponseTime,Across15,000GlobalAccounts21,INTERESTINGANECDOTESABOUTSATISFACTIONSCORE,NUMBEROFTICKETSBYINDUSTRY,SATISFACTIONSCOREBYINDUSTRY,FIRSTRESPONSETIMEBYINDUSTRY,SocialMedia,Entertain
12、ment,ZendeskBenchmarkAverage,77,78,0%,100%,50%,86,#,0(hrs),1020,23.6,58.9,5044.640,1,6251,5601,560,630,0(Tkt),2,000,1,000,30Lowsatisfactionratingsaretheresultofhighticketvolumeandslowfirst-responsetime,asevidencedbyconsumer-facingcompanies.22,3HABITSOF,BEST-IN-CLASS,COMPANIES,23,Datacanbeoverwhelming,buttherearethreeclearbehaviorsthat,separatebest-in-classcompaniesfromtherest:,IMMEDIATERESPONSEMATTERS,YOUHAVETOBEWHEREYOURCUSTOMERSARE,LETYOURCUSTOMERSSERVETHEMSELVES,BEST-IN-CLASSCOMPANIES,24,