Chart a path for customer service success
Improve your bottom line by putting customers at the very top. To unlock growth, companies must deliver the experiences that customers expect, but it’s a high bar. By answering just a few questions, you can find out where you stand and what you can do to push your customer service to the next level.
Benchmarks for companies like yours
Here are key benchmarks to help you see where you stack up compared to your peers.
Business growth fuelled by best-in-class customer service
High-performing teams are standing head and shoulders above the rest. Here’s what they’re doing and where you should focus your efforts to drive top-notch customer experiences – every time. For a more detailed playbook on things you can do to boost your customer service performance, visit Chapter 6: Focus on service quality above all else.
Meet customer expectations
Position your team for growth
Get a personalised playbook with next steps
Read a report tailored to your specific business size, industry and needs.
Our Data Science team is dedicated to helping businesses like yours improve their bottom line.
About the data
Zendesk Benchmark product usage data comes from over 98,000 Zendesk customers worldwide who participate in the Zendesk Benchmark. Account activity criteria were applied to filter out data from inactive accounts. Zendesk Benchmark data is based on product usage from July 2020 to July 2021.
Companies that scored above average in three or more key customer service metrics are considered high performers. These key metrics include CSAT First Reply Time, First Resolution Time and Self-Service Ratio, which measures the effectiveness of help centre content (help centre views divided by the total number of tickets).