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CUSTOMER
SATISFACTION
BY THE NUMBERS v
ZENDESK CUSTOMER SATISFACTION INDEX. MARCH 2012
锐普PPT论坛chinakui:
N'zendesk
TABLE OF CONTENTS
Ak The Zendesk Customer Satisfaction Index
a What Drives Customer Satisfaction?
A2 3 Habits of Best-in-Class Companies
A About the Science
锐普PPT论坛chinakui:
NEW CUSTOMER SUPPORT
YESTERDAY
TODAY
e Segregated by channel
e Interconnected channel support
e Disconnected from business
e Closely tied to marketing/sales
a Treated as a cost center
e Treated as a revenue engine
g Subpar consumer experience
o Critical to consumer experience
锐普PPT论坛chinakui:
SATISFACTION COUNTS
hen it comes to customer service, satisfaction is what matters
most. In fact, bad customer service can cost you billions.
6/6
s
$3385B
82%
$289
Theamountbad customer service
ercentageof Americanswho
Average valueof eachlost
costsmajor countries aroundthe stoppeddoing businesswith
businessrelationshipinthe US
3 SOURCE GENES YS GLOEALSURVEY
锐普PPT论坛chinakui:
★ CUSTOMER SATISFACTION INDEX★
阳ER
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.
锐普PPT论坛chinakui:
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