Sunday, 29 January 2012 17:01

Australia, NZ lead Zendesk customer satisfaction index

By

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.


Subscribe to ITWIRE UPDATE Newsletter here

Now’s the Time for 400G Migration

The optical fibre community is anxiously awaiting the benefits that 400G capacity per wavelength will bring to existing and future fibre optic networks.

Nearly every business wants to leverage the latest in digital offerings to remain competitive in their respective markets and to provide support for fast and ever-increasing demands for data capacity. 400G is the answer.

Initial challenges are associated with supporting such project and upgrades to fulfil the promise of higher-capacity transport.

The foundation of optical networking infrastructure includes coherent optical transceivers and digital signal processing (DSP), mux/demux, ROADM, and optical amplifiers, all of which must be able to support 400G capacity.

With today’s proprietary power-hungry and high cost transceivers and DSP, how is migration to 400G networks going to be a viable option?

PacketLight's next-generation standardised solutions may be the answer. Click below to read the full article.

CLICK HERE!

WEBINAR PROMOTION ON ITWIRE: It's all about webinars

These days our customers Advertising & Marketing campaigns are mainly focussed on webinars.

If you wish to promote a Webinar we recommend at least a 2 week campaign prior to your event.

The iTWire campaign will include extensive adverts on our News Site itwire.com and prominent Newsletter promotion https://www.itwire.com/itwire-update.html and Promotional News & Editorial.

This coupled with the new capabilities 5G brings opens up huge opportunities for both network operators and enterprise organisations.

We have a Webinar Business Booster Pack and other supportive programs.

We look forward to discussing your campaign goals with you.

MORE INFO HERE!

BACK TO HOME PAGE
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).

Share News tips for the iTWire Journalists? Your tip will be anonymous

WEBINARS ONLINE & ON-DEMAND

GUEST ARTICLES

VENDOR NEWS

Guest Opinion

Guest Interviews

Guest Reviews

Guest Research

Guest Research & Case Studies

Channel News

Comments