Benchmark tool

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.

Customer satisfaction (CSAT)
First reply time (in hours)
Monthly help centre views
Two or more support channels
Offer support over messaging
Monthly ticket volume

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

Give customers options

Customers want choices when it comes to how they engage with companies. Find the right mix for your unique customer base.

1.3x
more likely to be adding new support channels.
Take an omnichannel approach

Don’t send your customers down a support rabbit hole. Make each interaction feel effortless by streamlining your operation to deliver fast, reliable answers whenever they need help.

2.4x
more likely to be serving customers across at least two channels and self-service.
Listen to feedback

Optimising your support operation starts with understanding what’s working – and what’s not. Monitoring your performance across a number of key metrics ensures that nothing falls through the cracks.

3.3x
more likely to be tracking performance metrics beyond just customer satisfaction (CSAT).

Position your team for growth

Automate repetitive tasks

Being an agent isn’t easy, but it can be easier. Help agents eliminate the busy work that takes them away from their most important role: helping customers.

1.4x
more likely to be using macros and automations to give agents more time with customers.
Give agents key context

Customers want personalised service each and every time they reach out. Give agents the information and flexibility they need to keep customers happy and make sure they come back.

2x
more likely to be using Agent Workspace to provide a unified view of the customer.
Let customers help themselves

A well-placed help centre article can provide customers with quick answers and keep agents focused on solving more complex issues. Stay on top of recurring topics to keep your help centre current and your ticket levels low.

2.3x
more likely to be adding new content to their help centres.

Get a personalised playbook with next steps

Read a report tailored to your specific business size, industry and needs.

Up your customer service game

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).