Customer satisfaction is a metric that measures how satisfied a customer was with a single support interaction. It seems like a simple thing, but there are a surprising number of factors that can impact customer engagement, whether a customer feels the interaction was negative or positive, and ultimately if they’ll do business with you again. This Zendesk research report takes a closer look at customer satisfaction, including the:
Impact of first reply time
Customer’s use of various support channels
Correlation of customer tenure and customer satisfaction
Benchmark metrics for customer satisfaction
Download the full report for full details and insights.