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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. THE BENCHMARK IS MEASURED BY 31 ZENDESK BENCHMARK DATA COLLECTION FROM MASSIVE CUSTOMER BASE 11,000+ Accounts with Usage Data (Q4 2011) 10,000+ Survey Respondents (Accounts) Large-Scale Demographic and Usage Data 32 Customer Satisfaction # of Tickets per Month First-Response Time Tickets per Agent % of Tickets in One Touch Satisfaction Rating from End User Total Volume of New Tickets First-Response Time During Business Hours # of Tickets Solved per Active Agent Tickets Resolved in One Human Interaction Overall Monthly Forum Traffic Measure of Customer Self-Service Click-Through Rate for Forum Searches METRICS THAT MATTER TICKETS ARE THE CORE OF SUPPORT INTERACTIONS FORUMS DRIVE CUSTOMER SELF-SERVICE # of Forum Views Forum View:Ticket Ratio Forum-Search Effectiveness 33 YOU CAN START MEASURING TODAY YOUR CUSTOMER’S SATISFACTION WITH ZENDESK 34 35 CUSTOMER BY THE NUMBERS SATISFACTION ZENDESK CUSTOMER SATISFACTION INDEX, MARCH 2012 TABLE OF CONTENTS What Drives Customer Satisfaction? About the Science The Zendesk Customer Satisfaction Index 3 Habits of Best-in-Class Companies 1 YESTERDAY Segregated by channel Disconnected from business Treated as a cost center Subpar consumer experience TODAY Interconnected channel support Closely tied to marketing/sales Treated as a revenue engine Critical to consumer experience NEW CUSTOMER S