Customer satisfaction is a metric that measures how satisfied a customer was with a single support interaction. It seems like a simple thing, but there are a surprising number of factors that can impact whether a customer feels the interaction was negative or positive, and ultimately if they'll do business with you again. This Zendesk research report takes a closer look at customer satisfaction, including the:
- Impact of first reply time
- Customer’s use of various support channels
- Correlation of customer tenure and customer satisfaction
- Benchmark metrics for customer satisfaction
Download the full report for full details and insights
If you're a fan of metrics, analytics and other things with numbers in them, visit the Zendesk Benchmark page to see how your customer support compares with the competition.