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 90,000 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
Last year shook up businesses, large and small. Customers now expect more - and companies are trying to catch up. 85% of teams reported making changes to their support in 2020 and 75% said the coronavirus pandemic accelerated adoption of new digital technologies.
The ripples of a more distributed world will only spread out even further 2021. To help you keep up, we identified the top five customer service trends in our 2021 Zendesk Customer Experience Trends Report. Learn how to adapt to a changed world without sacrificing top-tier customer support.See 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 practice from 90,000 organisations.