Zendesk, the US-based Internet help desk software provider that helps small and medium-size companies create on-demand help desks and cloud-based call centres has been able to measure customer happiness across 65 million consumers in 137 countries.
The motivation behind this customer satisfaction index comes as a result of signing up its 15,000th customer, Mikkel Svane, Zendesk’s CEO said. Svane is excited about the prospects that its customers have provided, saying “our 15,000 customers use Zendesk to deliver superior customer service to more than 65 million people in 137 countries, making it the largest customer service network in the world, powering more than 100 million customer services interactions per year”.
Customers have been a focus for this company as they have moved into the Australian market and grown their operations. 2011 saw Zendesk tripling its revenue made in 2010 and opening new offices in Melbourne, London and Copenhagen to assist with the growing demand of the services that they provide to customers around the world.
Leading the charge in the Zendesk Customer Satisfaction Index are New Zealand with 95% customer satisfaction and Australia with 93% customer satisfaction. Michael Hansen, Vice President and Asia Pacific Managing Director, Zendesk is impressed with the volume of queries that are processed in Australia and New Zealand as the figure reaches close to 6000 queries every day and is “pleased to 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”.
In order to create its Zendesk Customer Satisfaction Index, Zendesk has been able to analyse data from its Zendesk Customer Satisfaction Rating feature to determine the response of how its customers felt about the service that they were provided. The lowest customer satisfaction figures being generated came from countries such as Argentina, India, France and Turkey.
Zendesk will begin to publish its Customer Satisfaction Index on a quarterly basis and will report on additional data discovered such as customer service efficiency and quality in different industries, geographic locations and company sizes.
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Update 4:50pm: Headline correction