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About this report
This report combines data from the Zendesk Benchmark, our index of product usage data from 45,000 companies using Zendesk, with the results of surveys and focus groups gauging the attitudes of customer service managers, customer service agents, and customers from Australia, Brazil, Canada, Germany, the United Kingdom, and the United States.
Performancemethodology
Among companies using Zendesk that have opted into the Zendesk Benchmark, high and low performers were defined based on performance across the following key metrics:
• Customer satisfaction (CSAT) : Helps teams understand how customers have rated support.
• First Reply Time: The time it takes to reply to a customer.
• Resolution Time: The time it takes for a request to be resolved.
• Self-Service Ratio: Compares self-service content views to a team’s total ticket volume.
A company was identified as a high performer if its performance fell above the median value for at least three out of four key metrics. All other accounts are low performers, resulting in a split of roughly 25% high performers and 75% low performers.
Regression analysis We used elastic net regression to isolate the effects of individual products or features and firmographics on First Reply Time and CSAT for customer support teams. The resulting weights for each variable were used to determine the effect of product usage or firmographic profile on team performance. Surveymethodology Survey results from customers were weighted on a country-level basis to adjust for differences between the survey samples and the distribution of the country’s general population across age, employment, and gender.
The Zendesk Customer Experience Trends Report 2019
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