Today’s interview is with Sam Boonin, Vice President of Products at Zendesk, about their recently published Q2 Benchmark report that shows that customer satisfaction is on the rise globally.
This interview follows on from my recent interview: Employee engagement is about human relationships not human resources – Interview with Luis Suarez of IBM – and is number seventy in the series of interviews with authors and business leaders that are doing great things and helping businesses innovate, become more social and deliver better service.
I know Zendesk quite well and interviewed their CEO last year in The customer service revolution is here and now – Interview with Mikkel Svane CEO of Zendesk. But, given that the nature of the interview was centred around the release of their recent report, the write up of our chat is slightly different this time.
Anyway, onto the headlines of the report which are:
Now, you may be saying…..”Oh no, not another survey result! Big deal!”. However, what I find interesting and what I really like about Zendesk’s approach is that it’s not just another survey or expert opinion. The Benchmark is based on actual support and customer service interactions. Zendesk has approximately 30,000 customers, 25-30 million interactions per month and over 200 million end customers/users and 50% of their customers have ‘opted-in’ to their Benchmark process. That makes for a pretty huge, growing and interesting dataset.
When speaking to Sam there were a number of questions that we discussed concerning the results of the Benchmark.
1. What’s driving the upturn?
Looking at the data more closely it seems that customer satisfaction is correlated with overall consumer confidence. In discussion, we identified two possible explanations for this:
2. What are the leading countries and companies doing differently?
This is a difficult question to answer but when Sam reflected on Zendesk’s customer base in those leading countries he came up with a few insights:
3. What’s going on with self-service and what’s happening with mobile self-service?
Customer self-service, while not new, is growing in popularity. Zendesk’s research has highlighted a number of trends within self-service that are worth noting:
I hope you found that interesting. If you want to dig a bit deeper into the results, you can grab a copy of the report at: www.zendesk.com/resources/customer-service-benchmark
Before I finish, let me leave you with a couple of questions based on these results:
Til next time.
Note: A large part of this post originally appeared on my new Forbes column: Zendesk’s Quarterly Benchmark Report Shows That Customer Satisfaction Is On The Rise Globally.