New Satisfaction Index Reveals Most Satisfied Customers in the World

January 25, 2012

SAN FRANCISCO, CA -– January 25, 2012 –- Zendesk, the proven cloud-based help desk software, today introduced its new Customer Satisfaction Index, measuring customer happiness across 65 million consumers in 137 countries. This announcement comes on the heels of Zendesk announcing that it has signed its 15,000th customer.

“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,” said Mikkel Svane, Zendesk’s CEO. “At a culmination of another great year for Zendesk, we are very happy to introduce our new Customer Satisfaction Index.”

2011 was a banner year for Zendesk with the company tripling its year-over-year revenue and opening new offices in London, Copenhagen, and Melbourne to help support its customers around the world.

The Index

To create the Zendesk Customer Satisfaction Index, the company analyzes data from the Zendesk’s 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.

Taking a look at the companies with high Gross Domestic Product (GDP), there is an interesting spread of customer satisfaction with Australia and Canada coming in at a very high 93% and India and France coming in at the bottom with 70% and 57% respectively.

Australia: 93%
Canada: 93%
Germany: 88%
United States: 87%
United Kingdom: 83%
Spain: 81%
Italy: 81%
Russia: 80%
Brazil: 79%
India: 70%
France: 57%

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

The lowest ranked countries in Customer Satisfaction include Argentina, India, France, and Turkey.

To see a real-time map showing from where customer inquiries are coming, go to www.zendesk.com/map.

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

For people who wish to subscribe to the upcoming complete Customer Satisfaction Index, please register at www.zendesk.com/index.

About Zendesk

Zendesk is the leading provider of proven, cloud-based help desk software. For growing organizations, Zendesk is the fastest way to enable great customer service. More than 15,000 Zendesk customers, including Adobe, Sony, OpenTable and Groupon, trust Zendesk with their most valuable assets: their customers, partners, and employees. Founded in 2007, Zendesk is funded by Charles River Ventures, Benchmark Capital and Matrix Partners. Learn more at www.zendesk.com.

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