24
Companies using Zendesk Explore performbetter
Support teams overall are evaluated on similar metrics as individual agents: CSAT, Average Handle Time, and First Reply Time. A surprise: Only 10% of teams track success through deflection rates, though self-service is becoming an integral part of customer support, especially in larger organizations. Our findings also show that Customer Effort Score (CES), which asks customers to report on the ease of their experience, is still an emerging metric. More surprising: About 20% of support teams and agents either don’t report on the most common metrics or aren’t measuring success quantitatively at all. This represents a huge opportunity for these teams to understand their performance and how they can improve.
44% faster replies to customers
60% less time keeping customers waiting
6x more tickets
We also asked agents which metrics they are evaluated by. The top ones: CSAT, Average Handle Time, First Reply Time, and the volume of tickets and calls. CSAT is the most used metric across company sizes, according to survey results. And it is not surprising to see Average Handle Time as the second most popular metric, since nearly 70% of surveyed companies offer phone support.
Howdoes your support teammeasure success?
Customer satisfaction score (CSAT)
42%
32%
Average handle time
How is your performance as a support agent measured?
23%
First reply time
19%
One-touch resolution rate
Customer satisfaction score (CSAT)
38%
19%
None of the above
32%
Average handle time
15%
Adherence to SLAs
None of the above/ we don’t measure agent performance quantitatively
13%
23%
Customer eect score (CES)
11%
Net promoter score (NPS)
21%
First reply time
10%
Deflection rate
Volume of tickets and/or calls resolved
20%
0
10
20
30
40
% of surveyed customer service agents
15%
Customer eort score (CES)
13%
Adherence to SLAs
11%
Net promoter score (NPS)
0
10
20
30
40
% of surveyed customer service agents
The Zendesk Customer Experience Trends Report 2019
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