After a minor drop during the holiday season, customer satisfaction has increased 1% quarter-over-quarter to 81%, according to research from Zendesk.
Zendesk compiled the quarterly benchmark report using data from 16,000 companies across 125 countries that use Zendesk for their customer service needs.
Study results indicated that companies using data analytics have 12% faster first-reply times on customer service requests. Queries also are resolved 16% faster.
When broken down by industry, retail and social media were considered the two industries lagging in customer service. Retail finished Q1 2014 with a 79% customer satisfaction rating, while social media — the industry with the worst customer experience — ended the quarter with a 69%. Government and non-profit organizations provided the best customer service, with companies in this category receiving an average customer satisfaction rating of 95%. IT services and consultancies garnered an average satisfaction rating of 94%.
Customer satisfaction ratings also varied by company location. A snapshot of rankings by country includes:
- New Zealand (92%)
- Canada (90%)
- Norway (90%)
- U.S. (82%)
- India (59%)
Click here to access a complete version of the Zendesk report.