Click here to close now.




















Welcome!

News Feed Item

Zendesk Benchmark: Lengthier Communication, Increased Use of Sorry Indicators of Poor Customer Service

Customer satisfaction drops as customer service agents more frequently use apologetic or polite vocabulary in a conversation, while customers benefit by being polite themselves, according to findings of the quarterly Zendesk Benchmark report released today. The special section of the second quarter 2014 report highlights metrics on behavioral cues in interactions between an agent and customer to better understand customer satisfaction beyond customary metrics. In the overall report, global satisfaction increased by 2 points reaching 83 percent customer satisfaction, with the top and bottom industries and countries generally holding steady.

“Our research shows that word choice and word frequency have a direct correlation with customer satisfaction,” said Sam Boonin, vice president of products at Zendesk and research lead on the Zendesk Benchmark report. “We’ve found there are triggers around the word ‘sorry’, and when used more than twice there is a problem brewing. This can be a helpful indicator for companies to know when to escalate a ticket, avoiding an unhappy customer.”

The quarterly report is produced by Zendesk, Inc., a leading cloud-based customer service platform, and is available at http://www.zendeskbenchmark.com/

The Zendesk Benchmark report took a closer look at behavioral cues of customers and agents to better understand how these correlate with increased or decreased customer satisfaction. The report evaluated the effect of “sorry,” “please,” and “thank you” in public comments by agents on customer satisfaction. In all three cases, customer satisfaction decreases with increased use of these words. With increasing usage of “sorry,” satisfaction drops at a much faster rate versus using the expressions “thank you” or “please.” The increased usage may indicate interactions with those words require multiple back and forth steps, as well as longer resolution times.

Other In Focus Key Findings

  • Valediction: Interactions with the sign off “Best Wishes,” in comparison to “Best Regards,” “Cheers” and “Yours Sincerely,” have a lower customer satisfaction score between 11-14 percentage points.
  • Word Count: A wordier request for help in an online form leads to lower customer satisfaction, but in email customers can be long-winded with little effect on their satisfaction. In a web form, customer requests with 150 to 200 words in the initial description end up with 10 percent lower satisfaction scores than those where the initial description is only 1 to 50 words. There is no significant difference between satisfaction and those word counts with email.
  • Email Address: Users of Yahoo email provide the lowest customer satisfaction scores at 75.4 percent, significantly lower than .Mac users at 84.6 percent.

Customer Satisfaction by Industry: Social Media Gains

The 2-point rebound in overall customer satisfaction comes as industries with historically poor ratings, including social media and retail, saw recent gains. While still among the most poorly performing industries, social media is no longer in last place and demonstrated the most improvement across all industries in the second quarter, gaining 9 percentage points to reach 78 percent. IT services and consultancy leads in industry rank unchanged at 94 percent customer satisfaction, while education has gained a percentage point. For the first time in three consecutive quarters, government and non-profit has dropped lower than No. 2 in the top industry category.

    TOP INDUSTRIES   Q2 (2014)  

SINCE Q1 (2014)*1

1 IT Services & Consultancy 94% 0
2 Education 93% 1
3 Government & Non-profit 93% -2
   

BOTTOM INDUSTRIES

  Q2 (2014)  

SINCE Q1 (2014)*1

1 Entertainment & Gaming 75% 1
2 Social Media 78% 9
3 Travel, Hospitality & Tourism 82% 2
 

Customer Satisfaction by Country: Italy and Columbia Make List for the First Time

For the first time, Italy and Columbia made the list, coming in at No. 4 and No. 30, respectively. New Zealand is steady in the No. 1 spot for the third consecutive quarter, with 93 percent customer satisfaction. Canada and Norway are tied at No. 2 for the second quarter in a row with 92 percent satisfaction. The U.S. rose to No. 14, with an increase of 3 percentage points to 85 percent.

    TOP COUNTRIES   Q2 (2014)  

SINCE Q1 (2014)*1

1 New Zealand 93% 1
2 Canada 92% 2
3 Norway 92% 2
    BOTTOM COUNTRIES   Q2 (2014)  

SINCE Q1 (2014)*1

1 India 58% -1
2 Turkey 68% 6
3 Colombia 71%

n/a**2

 

1 *Change in percentage points

2 **Did not meet minimum threshold requirement in Q1

About the Zendesk Benchmark

The Zendesk Benchmark is based on actual customer service and support interactions between 25,000 participating organizations and their customers across 140 countries. Introduced in March 2012, it allows organizations to compare their customer service performance against industry peers. It 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 provides a customer service platform designed to bring organizations and their customers closer together. With more than 45,000 customer accounts, Zendesk is used by organizations in 140 countries to provide support in more than 40 languages. Founded in 2007 and headquartered in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia and South America. Learn more at www.zendesk.com

Source: Zendesk, Inc.

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
In today's digital world, change is the one constant. Disruptive innovations like cloud, mobility, social media, and the Internet of Things have reshaped the market and set new standards in customer expectations. To remain competitive, businesses must tap the potential of emerging technologies and markets through the rapid release of new products and services. However, the rigid and siloed structures of traditional IT platforms and processes are slowing them down – resulting in lengthy delivery ...
The Internet of Things is in the early stages of mainstream deployment but it promises to unlock value and rapidly transform how organizations manage, operationalize, and monetize their assets. IoT is a complex structure of hardware, sensors, applications, analytics and devices that need to be able to communicate geographically and across all functions. Once the data is collected from numerous endpoints, the challenge then becomes converting it into actionable insight.
SYS-CON Events announced today that Micron Technology, Inc., a global leader in advanced semiconductor systems, will exhibit at the 17th International Cloud Expo®, which will take place on November 3–5, 2015, at the Santa Clara Convention Center in Santa Clara, CA. Micron’s broad portfolio of high-performance memory technologies – including DRAM, NAND and NOR Flash – is the basis for solid state drives, modules, multichip packages and other system solutions. Backed by more than 35 years of tech...
With the Apple Watch making its way onto wrists all over the world, it’s only a matter of time before it becomes a staple in the workplace. In fact, Forrester reported that 68 percent of technology and business decision-makers characterize wearables as a top priority for 2015. Recognizing their business value early on, FinancialForce.com was the first to bring ERP to wearables, helping streamline communication across front and back office functions. In his session at @ThingsExpo, Kevin Roberts...
SYS-CON Events announced today that IceWarp will exhibit at the 17th International Cloud Expo®, which will take place on November 3–5, 2015, at the Santa Clara Convention Center in Santa Clara, CA. IceWarp, the leader of cloud and on-premise messaging, delivers secured email, chat, documents, conferencing and collaboration to today's mobile workforce, all in one unified interface
U.S. companies are desperately trying to recruit and hire skilled software engineers and developers, but there is simply not enough quality talent to go around. Tiempo Development is a nearshore software development company. Our headquarters are in AZ, but we are a pioneer and leader in outsourcing to Mexico, based on our three software development centers there. We have a proven process and we are experts at providing our customers with powerful solutions. We transform ideas into reality.
As more and more data is generated from a variety of connected devices, the need to get insights from this data and predict future behavior and trends is increasingly essential for businesses. Real-time stream processing is needed in a variety of different industries such as Manufacturing, Oil and Gas, Automobile, Finance, Online Retail, Smart Grids, and Healthcare. Azure Stream Analytics is a fully managed distributed stream computation service that provides low latency, scalable processing of ...
SYS-CON Events announced today the Containers & Microservices Bootcamp, being held November 3-4, 2015, in conjunction with 17th Cloud Expo, @ThingsExpo, and @DevOpsSummit at the Santa Clara Convention Center in Santa Clara, CA. This is your chance to get started with the latest technology in the industry. Combined with real-world scenarios and use cases, the Containers and Microservices Bootcamp, led by Janakiram MSV, a Microsoft Regional Director, will include presentations as well as hands-on...
17th Cloud Expo, taking place Nov 3-5, 2015, at the Santa Clara Convention Center in Santa Clara, CA, will feature technical sessions from a rock star conference faculty and the leading industry players in the world. Cloud computing is now being embraced by a majority of enterprises of all sizes. Yesterday's debate about public vs. private has transformed into the reality of hybrid cloud: a recent survey shows that 74% of enterprises have a hybrid cloud strategy. Meanwhile, 94% of enterprises ar...
Everyone talks about continuous integration and continuous delivery but those are just two ends of the pipeline. In the middle of DevOps is continuous testing (CT), and many organizations are struggling to implement continuous testing effectively. After all, without continuous testing there is no delivery. And Lab-As-A-Service (LaaS) enhances the CT with dynamic on-demand self-serve test topologies. CT together with LAAS make a powerful combination that perfectly serves complex software developm...
In 2014, the market witnessed a massive migration to the cloud as enterprises finally overcame their fears of the cloud’s viability, security, etc. Over the past 18 months, AWS, Google and Microsoft have waged an ongoing battle through a wave of price cuts and new features. For IT executives, sorting through all the noise to make the best cloud investment decisions has become daunting. Enterprises can and are moving away from a "one size fits all" cloud approach. The new competitive field has ...
SYS-CON Events announced today that the "Second Containers & Microservices Expo" will take place November 3-5, 2015, at the Santa Clara Convention Center in Santa Clara, CA. Containers and microservices have become topics of intense interest throughout the cloud developer and enterprise IT communities.
Moving an existing on-premise infrastructure into the cloud can be a complex and daunting proposition. It is critical to understand the benefits as well as the challenges associated with either a full or hybrid approach. In his session at 17th Cloud Expo, Richard Weiss, Principal Consultant at Pythian, will present a roadmap that can be leveraged by any organization to plan, analyze, evaluate and execute on a cloud migration solution. He will review the five major cloud transformation phases a...
Mobile, social, Big Data, and cloud have fundamentally changed the way we live. “Anytime, anywhere” access to data and information is no longer a luxury; it’s a requirement, in both our personal and professional lives. For IT organizations, this means pressure has never been greater to deliver meaningful services to the business and customers.
WebRTC services have already permeated corporate communications in the form of videoconferencing solutions. However, WebRTC has the potential of going beyond and catalyzing a new class of services providing more than calls with capabilities such as mass-scale real-time media broadcasting, enriched and augmented video, person-to-machine and machine-to-machine communications. In his session at @ThingsExpo, Luis Lopez, CEO of Kurento, will introduce the technologies required for implementing thes...