Earlier today, Zendesk released the results of its Q1 2014 Zendesk Benchmark report, which measures the customer service ratings of over 16,000 organizations from 125 countries. Zendesk reported that customer satisfaction ratings rose one point in Q1 2014 to 81% overall. Zendesk representatives said that, in order to be listed on the Benchmark report, a country has to have over 10,000 responses per quarter.
As such, the company announced that it added Mexico and the Philippines to the Benchmark. In fact, Mexico (6) and the Philippines (16) came in with 88% satisfaction and 78% satisfaction respectively. New Zealand retained its number one spot for the second year in a row with a 92% customer satisfaction rate, followed by Canada (90%) and Norway (90%).
The top industries for customer service satisfaction were: Government/Non-profit (95%), IT Services (94%), and Education (92%). Conversely, Social Media, Gaming and Retail saw the lowest customer service satisfaction ratings with 69%, 74% and 79% respectively.
The key finding of this report was that organizations who take an active role in the use of analytics, overall saw more improvement than those who only barely used analytics. Analytics are quickly becoming the rule, rather than the exception, for successful organizations.
“The Zendesk Benchmark data proves that Peter Drucker was right when he said, ‘What’s measured improves’”, said Sam Boonin, who also oversees Zendesk’s analytics features. “Zendesk customers that take a data-driven approach are doing better in their customer service.”
With customer satisfaction, the difference between a “high usage” organization and “low usage” organizations was 1.6%. In addition, the full resolution time for high usage organizations was 16% lower.
Check out the full Zendesk Benchmark Q1 2014 report at the site here.
