咨询公司PPT模板

咨询公司PPT模板 CUSTOMER BY THE NUMBERS SATISFACTION ZENDESK CUSTOMER SATISFACTION INDEX, MARCH 2012 锐普 PPT 论坛 chinakui : www.rapidbbs.cn TABLE OF CONTENTS What Drives Customer Satisfaction? About the Science The Zendesk Customer Satisfaction Index 3 Habits of Best-in-Class Companies 1 YESTERDAY Segregated by channel Disconnected from business Treated as a cost center Subpar consumer experience TODAY Interconnected channel support Closely tied to marketing/sales Treated as a revenue engine Critical to consumer experience NEW CUSTOMER SUPPORT 2 $338.5B Theamountbad customer service costsmajor countries aroundthe world annually SOURCE: GENESYS GLOBALSURVEY $289 Average valueof each lost businessrelationshipinthe U.S. 82% Percentageof Americanswho saidthey stoppeddoing businesswith acompany because ofpoor customer service SATISFACTION COUNTS When it comes to customer service, satisfaction is what matters most. In fact, bad customer service can cost you billions. 3 锐普 PPT 论坛 chinakui : www.rapidbbs.cn Zendesk’s Customer Satisfaction Index delivers a periodic measure of customer satisfaction by collecting data from more than 15,000 companies serving 65 million consumers across 137 countries. CUSTOMER SATISFACTION INDEX 4 锐普 PPT 论坛 chinakui : www.rapidbbs.cn This global Customer Satisfaction Index is the result of a simple question asked to millions of customers at the end of a service interaction: ―How would you rate the service you received?‖ GLOBAL 86% CUSTOMER SATISFACTION GLOBAL BENCHMARK 5 锐普 PPT 论坛 chinakui : www.rapidbbs.cn CUSTOMER SATISFACTION BY INDUSTRY Real Estate IT Services & Consultancy Healthcare Professional Services Personal & Business Support Services Financial & Insurance Services Nonprofit Education Technology - Hosting Travel, Hospitality & Tourism Media & Telecommunications Software Web Applications Technology - Hardware Manufacturing Marketing Retail & Wholesale Social Media Entertainment & Arts GLOBAL 86% CUSTOMER SATISFACTION Zendesk customers all interact directly with their end customers, and all want to delight those end customers. But satisfaction varies vastly across industries–some expected, some not. 0 50% 100% 96% 95% 94% 94% 94% 93% 93% 91% 91% 91% 88% 87% 86% 85% 85% 85% 82% 78% 77% 6 锐普 PPT 论坛 chinakui : www.rapidbbs.cn REAL ESTATE AND IT CONSULTING/SERVICES RATED HIGHEST IN CUSTOMER SATISFACTION OF ANY INDUSTRY 96% CUSTOMER SATISFACTION 95% CUSTOMER SATISFACTION Real Estate IT Services & Consultancy 7 锐普 PPT 论坛 chinakui : www.rapidbbs.cn GLOBAL 86% CUSTOMER CUSTOMER SATISFACTION BY COMPANY SIZE 1-9 10-99 100-499 500-4,999 5,000+ 91% 93% 90% SATISFACTION 50 The smallest companies—whether a mom-and-pop operation, small business or a tech startup—perform well across almost every industry. 0 100 84% 88% 8 锐普 PPT 论坛 chinakui : www.rapidbbs.cn Yet once these companies reach a certain scale—over 10 employees—service suffers. It’s not until companies reach scale (500 employees) and have mature processes and structures that they recover their customer service levels. WHY DO MIDDLE-CLASS COMPANIES STRUGGLE? CUSTOMER SATISFACTION BY COMPANY SIZE 1-9 10-99 100-499 500-4,999 5,000+ 91% 93% 90% 0 100 50 84% 88% 9 锐普 PPT 论坛 chinakui : www.rapidbbs.cn GLOBAL 86% CUSTOMER CUSTOMER SATISFACTION BY TARGET AUDIENCE Businesses Consumers Internal (employees) SATISFACTION 50 Support organizations serve one of three audiences—consumers, other businesses or internal employees. Satisfaction varies widely, depending on which audience you deliver support to. 0 100 93% 82% 94% 10 锐普 PPT 论坛 chinakui : www.rapidbbs.cn Support sites that service consumers score the lowest of any audience. And many consumer-facing support sites score well below 75 percent. Businesses Consumers Internal (employees) 93% 94% Apparently, consumers are cranky when it comes to support. 0 100 50 82% YOU’D EXPECT THIS: CUSTOMER SATISFACTION BY TARGET AUDIENCE 11 锐普 PPT 论坛 chinakui : www.rapidbbs.cn Internal help desks (think of your IT team that handles employee requests for software or network help) have higher customer satisfaction ratings than help desks that support either consumers or other businesses. WHAT YOU WOULDN’T EXPECT IS THIS: CUSTOMER SATISFACTION BY TARGET AUDIENCE Businesses Consumers Internal (employees) 93% 82% Perhaps IT doesn’t deserve its unhelpful stigma? 0 50 100 94% 12 锐普 PPT 论坛 chinakui : www.rapidbbs.cn 93 CUSTOMER SATISFACTION BY COUNTRY * UNITED STATES: 87% UNITED KINGDOM: 83% INDIA: 70% 100% 0% 100% 0% 100% CANADA: 93% 0% 100% 0% RUSSIA: 80% 100% 0% 100% SPAIN: 81% 0% 100% 0% AUSTRALIA: 93% 0% 100% FRANCE: 57% 100% GERMANY: 88% 0% ITALY: 81% 100% 0% BRAZIL: 79% 100% 0% 100% % 13 Australia and Canada lead our Customer Satisfaction Index at 0% 50% *Countries with the largest economies are shown 锐普 PPT 论坛 chinakui : www.rapidbbs.cn THE LEADERS AND LAGGARDS CUSTOMERS’ SATISFACTION BY COUNTRY* THE LEADERS SATISFACTION SCORE CROATIA: 98% 100% 100% 100% 100% 0% PORTUGAL: 96% 0% THAILAND: 96% 0% GREECE: 95% 0% THE LAGGARDS SATISFACTION SCORE CHINA: 59% 100% 100% 100% 100% 0% FRANCE: 52% 0% QATAR: 45% 0% TURKEY: 43% 0% *Minimum 100 satisfaction ratings 14 锐普 PPT 论坛 chinakui : www.rapidbbs.cn SO WHAT DRIVES CUSTOMER SATISFACTION? 15 锐普 PPT 论坛 chinakui : www.rapidbbs.cn Bigger companies that efficiently deliver high-quality support at a large scale have the most satisfied customers. THIS IS THE WINNING FORMULA FOR CUSTOMER SATISFACTION DEVELOPED BY ZENDESK 16 锐普 PPT 论坛 chinakui : www.rapidbbs.cn CUSTOMER SATISFACTION EFFICIENCY How well do you handle customer issues? First Response Time QUALITY What is the quality of the support you give? %of Tickets Resolved SCALE How many issues are you receiving? ### Number of Tickets 17 锐普 PPT 论坛 chinakui : www.rapidbbs.cn SIZE MATTERS Each ticket constitutes a customer interaction, making it a good measure of the frequency and scale of your customer touches. Customers increasingly serve themselves via the web through well-crafted online forums, FAQs and knowledge bases. On average, Zendesk-powered help desks handle more than 600 tickets per month, and drive more than 2,600 page views to their online forums. 1,625 1,560 1,495 1,413 979 692 675 613 527 505 413 385 36 0 337 315 267 261 212 181 Social Media Entertainment & Arts Travel, Hospitality & Tourism Retail & Wholesale Marketing Media & Telecommunications Web Applications Financial & Insurance Services Software Education Healthcare Manufacturing Technology - Hosting Technology - Hardware Personal and Business Support Services Nonprofit Professional Services Real Estate IT Services & Consultancy 0 1,000 2,000 F(X) = SCALE x EFFICIENCY x QUALITY NUMBER OF TICKETS BY INDUSTRY 18 锐普 PPT 论坛 chinakui : www.rapidbbs.cn We have a limited budget and staff, so we need to make sure we’re delighting our customers as efficiently as possible. This is why first-response time is a great efficiency measure. The average first-response time across all Zendesk tickets is over 23.6 hours. Those taking more than a day to get back to customers may want to reexamine their processes. F(X) = SCALE x EFFICIENCY x QUALITY FIRST RESPONSE TIME BY INDUSTRY Manufacturing Marketing Entertainment & Arts Education Financial & Insurance Services Nonprofit IT Services & Consultancy Technology - Hardware Retail & Wholesale Social Media Real Estate Healthcare Media & Telecommunications Personal and Bus. Support Services Software Professional Services Web Applications Travel, Hospitality & Tourism Technology - Hosting 0 24hrs 48hrs 36hrs 12hrs 38.2 hrs 32.7 hrs 31.5 hrs 30.8 hrs 28.6 hrs 28.3 hrs 28.2 hrs 28.1 hrs 26.6 hrs 25.9 hrs 24.8 hrs 22.9 hrs 22.7 hrs 22.3 hrs 21.5 hrs 18.2 hrs 18.1 hrs 14.7 hrs 14.5 hrs 19 锐普 PPT 论坛 chinakui : www.rapidbbs.cn IT Services & Consultancy Education Entertainment & Arts Financial & Insurance services Technology - Hardware Healthcare Technology - Hosting Manufacturing Marketing Media & Telecommunications Nonprofit Professional Services Real Estate Retail & Wholesale Social Media Software Personal & Business Support Services Travel, Hospitality & Tourism Web Applications 0% 50% 100% 78% 82% 90% 85% 71% 88% 76% 77% 89% 86% 85% 85% 82% 87% 85% 82% 82% 84% 8 6% F(X) = SCALE x EFFICIENCY x QUALITY %OFTICKETSIN1TOUCHBYINDUSTRY 20 The percentage of tickets resolved in one touch across all Zendesk tickets is 85% Zendesk’s third measure is quality, which is measured by one-touch tickets. ―One-touch‖ tickets are those resolved with only one service interaction. The higher your one-touch percentage, the higher your service quality. 锐 普 PPT 论坛 chinakui : www.rapidbbs.cn ZENDESK BENCHMARK Scale 630 Ticketsper Month Satisfaction 86 % Customer Satisfaction Efficiency 23.6 hrs First-Response Time Across 15,000 Global Accounts 21 锐普 PPT 论坛 chinakui : www.rapidbbs.cn INTERESTING ANECDOTES ABOUT SATISFACTION SCORE NUMBER OF TICKETS BY INDUSTRY SATISFACTION SCORE BY INDUSTRY FIRST RESPONSE TIME BY INDUSTRY Social Media Entertainment Zendesk Benchmark Average 77 78 0% 100% 50% 86 ### 0(hrs) 10 20 23.6 58.9 50 44.6 40 1,625 1,560 1,560 630 0(Tkt) 2,000 1,000 30 Low satisfaction ratings are the result of high ticket volume and slow first-response time, as evidenced by consumer-facing companies. 22 锐普 PPT 论坛 chinakui : www.rapidbbs.cn 3 HABITS OF BEST-IN-CLASS COMPANIES 23 锐普 PPT 论坛 chinakui : www.rapidbbs.cn Data can be overwhelming, but there are three clear behaviors that separate best-in-class companies from the rest: IMMEDIATE RESPONSE MATTERS YOU HAVE TO BE WHERE YOUR CUSTOMERS ARE LET YOUR CUSTOMERS SERVE THEMSELVES BEST-IN-CLASS COMPANIES 24 锐普 PPT 论坛 chinakui : www.rapidbbs.cn 10:03 FACTOID: 100% 0% IMMEDIATE RESPONSE The clock begins ticking the moment you receive a ticket. Responding quickly has the single greatest impact on customer satisfaction. ON HOLD 90% Companies with an average first-response time under 10 hours have customer satisfaction over 90 percent. 25 锐普 PPT 论坛 chinakui : www.rapidbbs.cn Today, it’s critical to be available where your customers want to reach you: your website, Facebook, Twitter, email, phone or chat. Companies that support their customers across multiple channels drive higher engagement and respond faster to customer inquiries—all increasing satisfaction. BE WHERE YOUR CUSTOMERS ARE 26 锐普 PPT 论坛 chinakui : www.rapidbbs.cn LET CUSTOMERS SERVE THEMSELVES FORUM VIEW:TICKET RATIO All Companies Software Best-in-Class Software 100% 0% SATISFACTION 86% 100% 100% 87% 0% 93% 0% FORUM VIEWS/TICKET 4.2 4.0 7.5 Companies that offer rich self-service customer support forums and FAQs have a higher level of customer satisfaction. Best-in-class companies invest in self-service, and those with higher forum traffic drive greater satisfaction—especially in the software industry. 27 锐普 PPT 论坛 chinakui : www.rapidbbs.cn THE SCIENCE ABOUT 28 ZENDESK BENCHMARK ―WHAT’S MEASURED IMPROVES‖ PETER DRUCKER 29 ZENDESK DELIVERS AT GLOBAL SCALE 100 MILLION SERVICE INTERACTIONS PER YEAR 137 15,000 SERVED MILLION 65 CUSTOMERS ENTERPRISES COUNTRIES 30 INSIGHTS BASED ON ACTUAL HELP DESK USAGE: We offer the metrics you need to measure your support volume, help desk efficiency and quality of engagement. LOADS OF COMPARISONS : With the Zendesk Benchmark, you can compare yourself to the overall population of Zendesk-powered help desks, to your industry peers, to companies of similar size or to companies supporting similar end users. The Zendesk Benchmark is not your typical ―expert‖ survey. It’s comprised of metrics based on real product usage and customer engagement. THE BENCHMARK IS MEASURED BY 31 ZENDESK BENCHMARK DATA COLLECTION FROM MASSIVE CUSTOMER BASE 11,000+ Accounts with Usage Data (Q4 2011) 10,000+ Survey Respondents (Accounts) Large-Scale Demographic and Usage Data 32 Customer Satisfaction # of Tickets per Month First-Response Time Tickets per Agent % of Tickets in One Touch Satisfaction Rating from End User Total Volume of New Tickets First-Response Time During Business Hours # of Tickets Solved per Active Agent Tickets Resolved in One Human Interaction Overall Monthly Forum Traffic Measure of Customer Self-Service Click-Through Rate for Forum Searches METRICS THAT MATTER TICKETS ARE THE CORE OF SUPPORT INTERACTIONS FORUMS DRIVE CUSTOMER SELF-SERVICE # of Forum Views Forum View:Ticket Ratio Forum-Search Effectiveness 33 YOU CAN START MEASURING TODAY YOUR CUSTOMER’S SATISFACTION WITH ZENDESK 34 35 锐普 PPT 论坛 chinakui : www.rapidbbs.cn