|By Business Wire||
|August 13, 2014 12:01 AM EDT||
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|
|3||Government & Non-profit||93%||-2|
SINCE Q1 (2014)*1
|1||Entertainment & Gaming||75%||1|
|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
|BOTTOM COUNTRIES||Q2 (2014)||
SINCE Q1 (2014)*1
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.
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.
Cloud computing is being adopted in one form or another by 94% of enterprises today. Tens of billions of new devices are being connected to The Internet of Things. And Big Data is driving this bus. An exponential increase is expected in the amount of information being processed, managed, analyzed, and acted upon by enterprise IT. This amazing is not part of some distant future - it is happening today. One report shows a 650% increase in enterprise data by 2020. Other estimates are even higher....
Sep. 28, 2016 03:15 PM EDT Reads: 4,113
What are the new priorities for the connected business? First: businesses need to think differently about the types of connections they will need to make – these span well beyond the traditional app to app into more modern forms of integration including SaaS integrations, mobile integrations, APIs, device integration and Big Data integration. It’s important these are unified together vs. doing them all piecemeal. Second, these types of connections need to be simple to design, adapt and configure...
Sep. 28, 2016 03:15 PM EDT Reads: 299
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...
Sep. 28, 2016 03:15 PM EDT Reads: 1,295
A strange thing is happening along the way to the Internet of Things, namely far too many devices to work with and manage. It has become clear that we'll need much higher efficiency user experiences that can allow us to more easily and scalably work with the thousands of devices that will soon be in each of our lives. Enter the conversational interface revolution, combining bots we can literally talk with, gesture to, and even direct with our thoughts, with embedded artificial intelligence, wh...
Sep. 28, 2016 03:00 PM EDT Reads: 3,857
Data is an unusual currency; it is not restricted by the same transactional limitations as money or people. In fact, the more that you leverage your data across multiple business use cases, the more valuable it becomes to the organization. And the same can be said about the organization’s analytics. In his session at 19th Cloud Expo, Bill Schmarzo, CTO for the Big Data Practice at EMC, will introduce a methodology for capturing, enriching and sharing data (and analytics) across the organizati...
Sep. 28, 2016 02:45 PM EDT Reads: 1,736
SYS-CON Events announced today that Bsquare has been named “Silver Sponsor” of SYS-CON's @ThingsExpo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. For more than two decades, Bsquare has helped its customers extract business value from a broad array of physical assets by making them intelligent, connecting them, and using the data they generate to optimize business processes.
Sep. 28, 2016 02:30 PM EDT Reads: 2,918
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...
Sep. 28, 2016 02:30 PM EDT Reads: 3,289
We’ve been doing it for years, decades for some. How many websites have you created accounts on? Your bank, your credit card companies, social media sites, hotels and travel sites, online shopping sites, and that’s just the start. We do it often without even thinking about it, quickly entering our personal information, our data, in a plethora of systems. Sometimes we’re not even aware of the information we are providing. It could be very personal information (think of the security questions you ...
Sep. 28, 2016 02:00 PM EDT Reads: 4,746
19th Cloud Expo, taking place November 1-3, 2016, 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 enterpri...
Sep. 28, 2016 02:00 PM EDT Reads: 4,411
In this strange new world where more and more power is drawn from business technology, companies are effectively straddling two paths on the road to innovation and transformation into digital enterprises. The first path is the heritage trail – with “legacy” technology forming the background. Here, extant technologies are transformed by core IT teams to provide more API-driven approaches. Legacy systems can restrict companies that are transitioning into digital enterprises. To truly become a lea...
Sep. 28, 2016 01:57 PM EDT Reads: 193
According to Forrester Research, every business will become either a digital predator or digital prey by 2020. To avoid demise, organizations must rapidly create new sources of value in their end-to-end customer experiences. True digital predators also must break down information and process silos and extend digital transformation initiatives to empower employees with the digital resources needed to win, serve, and retain customers.
Sep. 28, 2016 01:23 PM EDT Reads: 224
Businesses are struggling to manage the information flow and interactions between all of these new devices and things jumping on their network, and the apps and IT systems they control. The data businesses gather is only helpful if they can do something with it. In his session at @ThingsExpo, Chris Witeck, Principal Technology Strategist at Citrix, will discuss how different the impact of IoT will be for large businesses, expanding how IoT will allow large organizations to make their legacy ap...
Sep. 28, 2016 01:00 PM EDT Reads: 160
Video experiences should be unique and exciting! But that doesn’t mean you need to patch all the pieces yourself. Users demand rich and engaging experiences and new ways to connect with you. But creating robust video applications at scale can be complicated, time-consuming and expensive. In his session at @ThingsExpo, Zohar Babin, Vice President of Platform, Ecosystem and Community at Kaltura, will discuss how VPaaS enables you to move fast, creating scalable video experiences that reach your...
Sep. 28, 2016 01:00 PM EDT Reads: 1,104
In his keynote at 18th Cloud Expo, Andrew Keys, Co-Founder of ConsenSys Enterprise, provided an overview of the evolution of the Internet and the Database and the future of their combination – the Blockchain. Andrew Keys is Co-Founder of ConsenSys Enterprise. He comes to ConsenSys Enterprise with capital markets, technology and entrepreneurial experience. Previously, he worked for UBS investment bank in equities analysis. Later, he was responsible for the creation and distribution of life sett...
Sep. 28, 2016 01:00 PM EDT Reads: 3,547
SYS-CON Events announced today that SoftLayer, an IBM Company, has been named “Gold Sponsor” of SYS-CON's 18th Cloud Expo, which will take place on June 7-9, 2016, at the Javits Center in New York, New York. SoftLayer, an IBM Company, provides cloud infrastructure as a service from a growing number of data centers and network points of presence around the world. SoftLayer’s customers range from Web startups to global enterprises.
Sep. 28, 2016 12:30 PM EDT Reads: 1,046