CUSTOMER BY THE NUMBERS SATISFACTION ZENDESK CUSTOMER SATISFACTION INDEX, MARCH 2012 管理资源网保险资料下载门户网站 TABLE OF CONTENTS What Drives Customer Satisfaction? About the Science The Zendesk Customer Satisfaction Index 3 Habits of Best-in-Class Companies 1 YESTERDAY Segregated by channel Disconnected from business Treated as a cost center Subpar consumer experience TODAY Interconnected channel support Closely tied to marketing/sales Treated as a revenue engine Critical to consumer experience NEW CUSTOMER SUPPORT 2 更多PPT：XZX $338.5B Theamountbad customer service costsmajor countries aroundthe world annually SOURCE: GENESYS GLOBALSURVEY $289 Average valueof eachlost businessrelationshipinthe U.S. 82% Percentageof Americanswho saidthey stoppeddoing businesswith acompany because ofpoor customer service SATISFACTION COUNTS When it comes to customer service, satisfaction is what matters most. In fact, bad customer service can cost you billions. 3 更多PPT：XZX Zendesk’s Customer Satisfaction Index delivers a periodic measure of customer satisfaction by collecting data from more than 15,000 companies serving 65 million consumers across 137 countries. CUSTOMER SATISFACTION INDEX 4 更多PPT：XZX This global Customer Satisfaction Index is the result of a simple question asked to millions of customers at the end of a service interaction: “How would you rate the service you received?” GLOBAL 86% CUSTOMER SATISFACTION GLOBAL BENCHMARK 5 更多PPT：XZX 。。。以下略