Sunday, 29 January 2012 17:01

Australia, NZ lead Zendesk customer satisfaction index


Cloud-based help desk software provider, Zendesk, has released its new customer satisfaction index just as the company claims the sign-up of its 15,000th customer following a tripling of its revenues in 2010 and a 'stellar' year last year.

According to Zendesk CEO, Mikkel Svane, the new customer index, which measured customer happiness across 65 million consumers in 137 countries, Australia and New Zealand, along with Canada and three others, were at the top of the satisfaction index at a very high 93% or above.

Svane says that to create the Zendesk Customer Satisfaction Index, the company analyses data from its Customer Satisfaction Rating feature. 'After a customer service request is solved, companies can automatically contact their customers through Zendesk to collect feedback on their satisfaction with the service that was provided. Not only is it a quick and easy way to track customer satisfaction and reduce customer churn, but also provides tremendous insight into customer satisfaction in aggregate.'

Along with Australia, New Zealand and Canada, the highest ranked companies in countries receiving a Customer Satisfaction Rating of 93% or more include the Czech Republic, Ireland, and Thailand.

According to Michael Hansen, Vice President and Asia Pacific Managing Director, Zendesk, more and more organisations in Australia and New Zealand are recognising 'just how important providing a good customer service can be in not only attracting new customers but retaining existing ones.'

'Together our customers in Australia and New Zealand process around 6000 queries every day through Zendesk, so we are very pleased see them ranked at the top of the table for customer satisfaction and look forward to helping them continue to provide an excellent service to their customers,' Hansen said.

The lowest ranked countries in Customer Satisfaction include Argentina, India, France, and Turkey. India and France came in at the bottom with 70% and 57% respectively:

●     New Zealand: 95%
●     Australia: 93%
●     Canada: 93%
●     Germany: 88%
●     United States: 87%
●     United Kingdom: 83%
●     Spain: 81%
●     Italy: 81%
●     Russia: 80%
●     India: 70%
●     France: 57%

Hansen said Zendesk will publish its Customer Satisfaction Index on a quarterly basis and report on additional data such as customer service efficiency and quality in various industries, geographies and, company size.

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Peter Dinham

Peter Dinham - retired and is a "volunteer" writer for iTWire. He is a veteran journalist and corporate communications consultant. He has worked as a journalist in all forms of media – newspapers/magazines, radio, television, press agency and now, online – including with the Canberra Times, The Examiner (Tasmania), the ABC and AAP-Reuters. As a freelance journalist he also had articles published in Australian and overseas magazines. He worked in the corporate communications/public relations sector, in-house with an airline, and as a senior executive in Australia of the world’s largest communications consultancy, Burson-Marsteller. He also ran his own communications consultancy and was a co-founder in Australia of the global photographic agency, the Image Bank (now Getty Images).

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