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CUSTOMERSATISFACTIONBY THE NUMBERSZENDESK CUSTOMER SATISFACTION INDEX, MARCH 2012锐普PPT论坛chinakui：/TABLE OF CONTENTSThe Zendesk Customer Satisfaction IndexWhat Drives Customer Satisfaction?3 Habits of Best-in-Class CompaniesAbout the Science1锐普PPT论坛chinakui：/NEW CUSTOMER SUPPORT YESTERDAYSegregated by channelDisconnected from businessTreated as a cost centerSubpar consumer experience TODAYInterconnected channel supportClosely tied to marketing/salesTreated as a revenue engineCritical to consumer experience2锐普PPT论坛chinakui：/ SATISFACTION COUNTSWhen it comes to customer service, satisfaction is what matters most. In fact, bad customer service can cost you billions. $338.5BTheamountbad customer service costsmajor countries aroundthe world annually SOURCE: GENESYS GLOBALSURVEY 82% Percentageof Americanswho saidtheystoppeddoing businesswith acompany because ofpoor customer service $289 Average valueof eachlostbusinessrelationshipinthe U.S.3锐普PPT论坛chinakui：/CUSTOMER SATISFACTION INDEXZendesk’s Customer Satisfaction Index delivers a periodic measure ofcustomer satisfaction by collecting data from more than 15,000companies serving 65 million consumers across 137 countries.4锐普PPT论坛chinakui：/GLOBAL BENCHMARKThis global CustomerSatisfaction Index isthe result of a simplequestion asked tomillions of customersat the end of a serviceinteraction: “Howwould you rate theservice you received?”GLOBAL86%CUSTOMERSATISFACTION5锐普PPT论坛chinakui：/CUSTOMER SATISFACTION BY INDUSTRY GLOBAL 86% CUSTOMER SATISFACTIONZendesk customers all interactdirectly with their end customers,and all want to delight those endcustomers.But satisfaction varies vastlyacross industries–some expected,some not.96%95%94%94%94%93%93% 91% 91% 91%88%87%86%85%85%85%82%78%77%Real EstateIT Services ConsultancyHealthcareProfessional ServicesPersonal Business Support ServicesFinancial Insurance ServicesNonprofitEducationTechnology - HostingTravel, Hospitality TourismMedia TelecommunicationsSoftwareWeb ApplicationsTechnol