文档介绍：Add the author and the accompanying title
《大学生社会实践报告》
CUSTOMER
BY THE NUMBERS
SATISFACTION
ZENDESK CUSTOMER SATISBAL
86%
CUSTOMER
SATISFACTION
Zendesk customers all interact
directly with their end customers,
and all want to delight those end
customers.
But satisfaction varies vastly
across industries–some expected,
some not.
0
50%
100%
96%
95%
94%
94%
94%
93%
93%
91%
91%
91%
88%
87%
86%
85%
85%
85%
82%
78%
77%
6
REAL ESTATE AND IT CONSULTING/SERVICES
RATED HIGHEST IN CUSTOMER SATISFACTION OF ANY INDUSTRY
96%
CUSTOMER
SATISFACTION
95%
CUSTOMER
SATISFACTION
Real Estate
IT Services
& Consultancy
7
GLOBAL
86%
CUSTOMER
CUSTOMER SATISFACTION
BY COMPANY SIZE
1-9
10-99
100-499
500-4,999
5,000+
91%
93%
90%
SATISFACTION
50
The smallest
companies—whether a
mom-and-pop operation, small
business or a tech
startup—perform well across
almost every industry.
0
100
84%
88%
8
Yet once these companies
reach a certain scale—over 10
employees—service suffers.
It’s not until companies reach
scale (500 employees) and
have mature processes and
structures that they recover
their customer service levels.
WHY DO MIDDLE-CLASS COMPANIES STRUGGLE?
CUSTOMER SATISFACTION
BY COMPANY SIZE
1-9
10-99
100-499 500-4,999 5,000+
91%
93%
90%
0
100
50
84%
88%
9
GLOBAL
86%
CUSTOMER
CUSTOMER SATISFACTION
BY TARGET AUDIENCE
Businesses
Consumers
Internal (employees)
SATISFACTION
50
Support organizations serve one of
three audiences—consumers, other
businesses or internal employees.
Satisfaction varies widely, depending
on which audience you deliver
support to.
0
100
93%
82%
94%
10
Support sites that service
consumers score the lowest of
any audience. And many
consumer-facing support sites
score well below 75 percent.
Businesses
Consumers
Internal (employees)
93%
94%
Apparently, consumers are
cranky when it comes to
suppo