搜索
CUSTOMERBYTHENUMBERSSATISFACTIONZENDESKCUSTOMERSATISFACTIONINDEX,MARCH2012锐普PPT论坛chinakui：分享自：素材锐普PPT论坛chinakui：锐普PPT论坛chinakui：:GENESYSGLOBALSURVEY$289AveragevalueofeachlostbusinessrelationshipintheU.S.82%PercentageofAmericanswhosaidtheystoppeddoingbusinesswithacompanybecauseofpoorcustomerserviceSATISFACTIONCOUNTSWhenitcomestocustomerservice,satisfactioniswhatmattersmost.Infact,badcustomerservicecancostyoubillions.3锐普PPT论坛chinakui：’sCustomerSatisfactionIndexdeliversaperiodicmeasureofcustomersatisfactionbycollectingdatafrommorethan15,000companiesserving65millionconsumersacross137countries.CUSTOMERSATISFACTIONINDEX4锐普PPT论坛chinakui：“Howwouldyouratetheserviceyoureceived?”GLOBAL86%CUSTOMERSATISFACTIONGLOBALBENCHMARK5锐普PPT论坛chinakui：–someexpected,somenot.050%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：锐普PPT论坛chinakui：—whetheramom-and-popoperation,smallbusinessoratechstartup—performwellacrossalmosteveryindustry.010084%88%8锐普PPT论坛chinakui：—over10employees—servicesuffers.It’snotuntilcompaniesreachscale(500employees)andhavematureprocessesandstructuresthattheyrecovertheircustomerservicelevels.WHYDOMIDDLE-CLASSCOMPANIESSTRUGGLE?CUSTOMERSATISFACTIONBYCOMPANYSIZE1-910-99100-499500-4,9995,000+91%93%90%01005084%88%9锐普PPT论坛chinakui：(employees)SATISFACTION50Supportorganizationsserveoneofthreeaudiences—consumers,otherbusinessesorinternalemployees.Satisfactionvarieswidely,dependingonwhichaudienceyoudeliversupportto.010093%82%94%10锐普PPT论坛chinakui：(employees)93%94%Apparently,consumersarecrankywhenitcomestosupport.01005082%YOU’DEXPECTTHIS:CUSTOMERSATISFACTIONBYTARGETAUDIENCE11锐普PPT论坛chinakui：(thinkofyourITteamthathandlesemployeerequestsforsoftwareornetworkhelp)havehighercustomersatisfactionratingsthanhelpdesksthatsupporteitherconsumersorotherbusinesses.WHATYOUWOULDN’TEXPECTISTHIS:CUSTOMERSATISFACTIONBYTARGETAUDIENCEBusinessesConsumersInternal(employees)93%82%PerhapsITdoesn’tdeserveitsunhelpfulstigma?05010094%12锐普PPT论坛chinakui：*UNITEDSTATES:87%UNITEDKINGDOM: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%%13AustraliaandCanadaleadourCustomerSatisfactionIndexat0%50%*Countrieswiththelargesteconomiesareshown锐普PPT论坛chinakui：’SATISFACTIONBYCOUNTRY*THELEADERSSATISFACTIONSCORECROATIA:98%100%100%100%100%0%PORTUGAL:96%0%THAILAND:96%0%GREECE:95%0%THELAGGARDSSATISFACTIONSCORECHINA:59%100%100%100%100%0%FRANCE:52%0%QATAR:45%0%TURKEY:43%0%*Minimum100satisfactionratings14锐普PPT论坛chinakui：锐普PPT论坛chinakui：：锐普PPT论坛chinakui：