About the Zendesk Benchmark

We started the Zendesk Benchmark to give organisations a way to measure their customer service performance against those of their peers.

It isn’t a survey or an expert opinion—it’s a data index based on actual customer service and support interactions from more than 45,000 participating organisations across 140 countries.

Turning mountains into molehills

Every day, the Zendesk family of products handles 13 million interactions between companies and their customers. That’s a lot of data to explore. Fortunately, our Data Science Team is committed to uncovering patterns and insights for our customers. Here’s where you can start to take action.

It’s time to change

If you’re an established B2C company, you have claimed a spot within your industry—but like all things, change is necessary to keep growing. Mature enterprise businesses providing support to consumers have worrying metrics: the highest volume of requests, the lowest CSAT and slowest response times.

Find out why

Treat your support like a platform

The best tech-savvy support teams have committed to building and integrating their support solution. It’s been shown that digital native enterprise businesses which view their support software as a platform that can be extended as needed resolve much higher ticket volumes more efficiently than their less sophisticated peers.

How to take a platform approach

Learn more to understand more

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.

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