Welcome!

News Feed Item

Zendesk Benchmark: Customer Satisfaction Falls During the Holiday Season

Overall customer satisfaction dropped globally by 2 percentage points in the fourth quarter of 2013, continuing a yearly trend of performance dips during the busy holiday season, according to the quarterly Zendesk Benchmark report released today. The average customer satisfaction rating fell to 80 percent, and the travel and retail industries took the biggest seasonal hits with 7-point and 6-point drops, respectively.

The decrease in customer satisfaction can largely be attributed to increased customer service demands on travel and retail during their busiest, and most critical, time of the year. While the fall in the fourth quarter is to be expected, the decrease in 2013 was worse for retailers than in 2012, when satisfaction fell only 2 points. Other industries experiencing decreases in customer satisfaction for the quarter were software and healthcare.

“If you thought customer service was worse this holiday season, you weren’t alone,” said Sam Boonin, research lead for the Zendesk Benchmark and vice president of products at Zendesk. “Customer satisfaction took a hit across the board, and retailers felt more pain than usual. The holiday service woes serve as a wake-up call for companies to better anticipate and prepare for seasonal demands.”

The report is produced by Zendesk, a global provider of software for better customer service, and tracks customer satisfaction and service trends each quarter based on actual interactions between 16,000 participating organizations and their customers across 125 countries. Download the full Zendesk Benchmark report for Q4 2013 at: http://www.zendeskbenchmark.com/

Customer Satisfaction by Country: Norway on Top

Norway took the top spot among countries this quarter with 91 percent customer satisfaction. Canada and Denmark followed, each receiving 89 percent, well above the global average of 80 percent. The U.S. narrowly missed a spot on the top 10 with a 3 percentage point drop from a quarter earlier. India ranked the lowest with 54 percent customer satisfaction, a 13-point drop from the third quarter.

Best Countries:

· Norway: 91% (+1 percentage point)

· Canada: 89% (-2 percentage points)

· Denmark: 89%(+1 percentage points)

Worst Countries:

· India: 55% (-13 percentage points)

· Turkey: 61% (n/a)

· United Arab Emirates: 67% (+8 percentage points)

Customer Satisfaction by Industry

For all four quarters of 2013, the IT services and consultancy; government and nonprofit; and real estate industries have performed in the top three for customer satisfaction among the industries tracked.

Best Industries:

· IT Services & Consultancy: 96% (+1 percentage point)

· Government & Non-profit: 95% (no change)

· Real Estate: 94% (no change)

Worst Industries:

· Social Media: 69% (+2 percentage points)

· Travel Hospitality & Tourism: 75% (-7 percentage points)

· Entertainment & Gaming: 76% (no change)

Shopper Satisfaction Drops for Holidays

This quarter’s report examined the seasonal drop retailers typically experience in customer satisfaction during the holiday season. The 2013 season proved more challenging for retailers. Customer satisfaction dropped 6 percentage points to 76 percent in the fourth quarter of 2013, far more than the 2-point drop in the fourth quarter of 2012.

What went wrong? The bigger hit can be attributed to a much greater seasonal rise in support tickets from customers and support agents handling more requests on average. The volume of support tickets rose 42 percent between the third and fourth quarters of 2013, compared to a 34 percent increase in the same period of 2012.

Overall, retailers did not appear to add enough staff to match the extra deluge of requests. Support agents in 2013 handled an average of 19 percent more tickets between November and December, the height of the holidays, for a total of 457 tickets per agent. That seasonal workload rise was only 6 percent a year earlier.

About the Zendesk Benchmark

The Zendesk Benchmark is based on actual customer service and support interactions between 16,000 participating companies and their customers across 125 countries. They are drawn from the more than 40,000 customers of Zendesk that use its customer service platform to provide support to more than 300 million people. Introduced in March 2012, Zendesk Benchmark allows companies to compare their customer service performance against industry peers. Its measures key metrics around customer support efficiency, customer self-service behavior, and levels of customer engagement. Customer satisfaction is based on the percentage of positive responses to the question of whether or not a customer was satisfied with a customer service interaction. For a country to be included in the quarterly report, it must have a minimum of 10,000 responses during the quarter.

About Zendesk

Zendesk builds cloud software for better customer service, bringing companies and their customers closer together. With Zendesk, companies engage directly and openly with customers, building more meaningful customer relationships that last a lifetime. More than 40,000 customers use Zendesk to provide service to more than 300 million people worldwide. Founded in 2007 and based in San Francisco, Zendesk has offices in seven countries and funding from Charles River Ventures, Benchmark, GGV Capital, Index Ventures, Matrix Partners and Redpoint Ventures. Learn more at www.zendesk.com.

More Stories By Business Wire

Copyright © 2009 Business Wire. All rights reserved. Republication or redistribution of Business Wire content is expressly prohibited without the prior written consent of Business Wire. Business Wire shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.

Latest Stories
Kubernetes is a new and revolutionary open-sourced system for managing containers across multiple hosts in a cluster. Ansible is a simple IT automation tool for just about any requirement for reproducible environments. In his session at @DevOpsSummit at 18th Cloud Expo, Patrick Galbraith, a principal engineer at HPE, discussed how to build a fully functional Kubernetes cluster on a number of virtual machines or bare-metal hosts. Also included will be a brief demonstration of running a Galera M...
Why do your mobile transformations need to happen today? Mobile is the strategy that enterprise transformation centers on to drive customer engagement. In his general session at @ThingsExpo, Roger Woods, Director, Mobile Product & Strategy – Adobe Marketing Cloud, covered key IoT and mobile trends that are forcing mobile transformation, key components of a solid mobile strategy and explored how brands are effectively driving mobile change throughout the enterprise.
Developing software for the Internet of Things (IoT) comes with its own set of challenges. Security, privacy, and unified standards are a few key issues. In addition, each IoT product is comprised of (at least) three separate application components: the software embedded in the device, the back-end service, and the mobile application for the end user’s controls. Each component is developed by a different team, using different technologies and practices, and deployed to a different stack/target –...
Identity is in everything and customers are looking to their providers to ensure the security of their identities, transactions and data. With the increased reliance on cloud-based services, service providers must build security and trust into their offerings, adding value to customers and improving the user experience. Making identity, security and privacy easy for customers provides a unique advantage over the competition.
All clouds are not equal. To succeed in a DevOps context, organizations should plan to develop/deploy apps across a choice of on-premise and public clouds simultaneously depending on the business needs. This is where the concept of the Lean Cloud comes in - resting on the idea that you often need to relocate your app modules over their life cycles for both innovation and operational efficiency in the cloud. In his session at @DevOpsSummit at19th Cloud Expo, Valentin (Val) Bercovici, CTO of So...
SYS-CON Events announced today that Commvault, a global leader in enterprise data protection and information management, has been named “Bronze Sponsor” of SYS-CON's 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. Commvault is a leading provider of data protection and information management solutions, helping companies worldwide activate their data to drive more value and business insight and to transform moder...
SYS-CON Events announced today that eCube Systems, a leading provider of middleware modernization, integration, and management solutions, will exhibit at @DevOpsSummit at 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. eCube Systems offers a family of middleware evolution products and services that maximize return on technology investment by leveraging existing technical equity to meet evolving business needs. ...
SYS-CON Events has announced today that Roger Strukhoff has been named conference chair of Cloud Expo and @ThingsExpo 2016 Silicon Valley. The 19th Cloud Expo and 6th @ThingsExpo will take place on November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. "The Internet of Things brings trillions of dollars of opportunity to developers and enterprise IT, no matter how you measure it," stated Roger Strukhoff. "More importantly, it leverages the power of devices and the Interne...
Personalization has long been the holy grail of marketing. Simply stated, communicate the most relevant offer to the right person and you will increase sales. To achieve this, you must understand the individual. Consequently, digital marketers developed many ways to gather and leverage customer information to deliver targeted experiences. In his session at @ThingsExpo, Lou Casal, Founder and Principal Consultant at Practicala, discussed how the Internet of Things (IoT) has accelerated our abil...
Digital innovation is the next big wave of business transformation based on digital technologies of which IoT and Big Data are key components, For example: Business boundary innovation is a challenge to excavate third-party business value using IoT and BigData, like Nest Business structure innovation may propose re-building business structure from scratch, as Uber does in the taxicab industry The social model innovation is also a big challenge to the new social architecture with the design fr...
Whether they’re located in a public, private, or hybrid cloud environment, cloud technologies are constantly evolving. While the innovation is exciting, the end mission of delivering business value and rapidly producing incremental product features is paramount. In his session at @DevOpsSummit at 19th Cloud Expo, Kiran Chitturi, CTO Architect at Sungard AS, will discuss DevOps culture, its evolution of frameworks and technologies, and how it is achieving maturity. He will also cover various st...
So, you bought into the current machine learning craze and went on to collect millions/billions of records from this promising new data source. Now, what do you do with them? Too often, the abundance of data quickly turns into an abundance of problems. How do you extract that "magic essence" from your data without falling into the common pitfalls? In her session at @ThingsExpo, Natalia Ponomareva, Software Engineer at Google, provided tips on how to be successful in large scale machine learning...
If you had a chance to enter on the ground level of the largest e-commerce market in the world – would you? China is the world’s most populated country with the second largest economy and the world’s fastest growing market. It is estimated that by 2018 the Chinese market will be reaching over $30 billion in gaming revenue alone. Admittedly for a foreign company, doing business in China can be challenging. Often changing laws, administrative regulations and the often inscrutable Chinese Interne...
In his session at @ThingsExpo, Kausik Sridharabalan, founder and CTO of Pulzze Systems, Inc., will focus on key challenges in building an Internet of Things solution infrastructure. He will shed light on efficient ways of defining interactions within IoT solutions, leading to cost and time reduction. He will also introduce ways to handle data and how one can develop IoT solutions that are lean, flexible and configurable, thus making IoT infrastructure agile and scalable.
Creating replica copies to tolerate a certain number of failures is easy, but very expensive at cloud-scale. Conventional RAID has lower overhead, but it is limited in the number of failures it can tolerate. And the management is like herding cats (overseeing capacity, rebuilds, migrations, and degraded performance). Download Slide Deck: ▸ Here In his general session at 18th Cloud Expo, Scott Cleland, Senior Director of Product Marketing for the HGST Cloud Infrastructure Business Unit, discusse...