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CUSTOMER BY THE NUMBERS SATISFACTION ZENDESK CUSTOMER SATISFACTION INDEX, MARCH 2012 锐普PPT论坛chinakui： 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 SUPPORT 2 锐普PPT论坛chinakui： $338.5B Theamountbad customer service costsmajor countries aroundthe world annually SOURCE: GENESYS GLOBALSURVEY $289 Average valueof eachlost businessrelationshipinthe U.S. 82% Percentageof Americanswho saidthey stoppeddoing businesswith acompany because ofpoor customer service SATISFACTION COUNTS When it comes to customer service, satisfaction is what matters most. In fact, bad customer service can cost you billions. 3 锐普PPT论坛chinakui： 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. CUSTOMER SATISFACTION INDEX 4 锐普PPT论坛chinakui： This global Customer Satisfaction Index is the result of a simple question asked to millions of customers at the end of a service interaction: “How would you rate the service you received?” GLOBAL 86% CUSTOMER SATISFACTION GLOBAL BENCHMARK 5 锐普PPT论坛chinakui： CUSTOMER SATISFACTION BY INDUSTRY Real Estate IT Services Consultancy Healthcare Professional Services Personal Business Support Services Financial Insurance Services Nonprofit Education Technology - Hosting Travel, Hospitality Tourism Media Telecommunications Software Web Applications Technology - Hardware Manufacturing Marketing Retail Wholesale Social Media Entertainment Arts GLOBAL 86% CUSTOMER SATISFACTION Zendesk customers all interact directly with their end customers, and all want to delight those end customers. But satisfaction varies vastly across ind