The Zendesk Customer Service Benchmark
Stand out from the crowd
Great customer service creates happy customers, and happy customers keep business booming. One of the ways to keep them happy is to be ahead of their expectations. Luckily for you, we have an entire Data Science team dedicated to helping Zendesk customers unlock the patterns and insights to make it happen.
Get ahead of the curve
The Zendesk Benchmark allows organisations to measure their customer support performance against their peers. Think of it as a friendly competition. It isn’t a survey or an expert opinion—it’s the single best data index based on actual customer support interactions from more than 45,000 companies using Zendesk.
Based on data from:
See where you stand
It’s simple—select your industry and see how you’re performing against your peers.
Percentage of good
customer satisfaction ratings
First reply time
Time it takes a first response
to reach a customer
Average handling time
Average length of a call per customer
Number of customer support enquiries per month
Help centre articles
Number of articles
in a help centre
Number of apps
Number of third-party
and customised apps used
Know what’s trending
There’s no such thing as the perfect customer experience, and businesses across every industry struggle to provide the best possible service. 84% of customers say that customer service is an important factor in deciding which company gets their business—trumping convenience and reputation. Customers even agree that their support expectations are higher now than they were a year ago.
The Zendesk Customer Experience Trends Report identified the top customer service trends for 2020 and what your support team can do to make the most of them. See what the best of the best are doing to give their customers the service they expect.Get the trends
Learn from our research
Data doesn’t matter if you don’t know what to look for. With our library of customer experience resources, you can research what matters to you and learn best practices from over 45,000 organisations.