Best Countries:

• New Zealand: 92% (-1 percentage point change from Q1)

• Canada: 91% (+4 percentage points)

• Australia: 89% (+4 percentage points)

Worst Countries:

• United Arab Emirates: 58% (+5 percentage point change from Q1)

• South Africa: 60% (+16 percentage points)

• Turkey: 68% (+3 percentage points)

Customer Satisfaction by Industry

• Education: 95% (no change from Q1)

• IT Services & Consultancy: 95% (-1 percentage point)

• Real Estate: 94% (no change)

Worst Industries:

• Social Media: 64% (+2 percentage point change from Q1)

• Media & Telecommunications: 73% (no change)

• Entertainment & Gaming: 76% (+4 percentage points)

Customers Seek Self Service and Mobile

This quarter’s Zendesk Benchmark report also examined trends in customer self-service and introduced a new metric, the Self-Service Score. Globally, for every four people helping themselves in forums and communities, one is submitting a request—a Self-Service Score of 4.1. The score represents the number of customers using self-service tools such as online forums and communities for every customer submitting a request for support. The higher the score, the more effectively self-service tools serve customers

Customers also are increasingly turning to mobile to help themselves. Over the past year, the percentage of customers accessing self-service content from their mobile devices has grown 50 percent. It reached 26 percent for the second quarter of 2013, compared to 17 percent in the same period a year earlier, according to the Zendesk Benchmark.

Mobile self-service usage is drastically higher in some industries, such as media (84%) and social media (57%). Industries with the some of the lowest customer preference for mobile include finance and insurance services (11%), education (10%) and software (10%).

About the Zendesk Benchmark

The Zendesk Benchmark is based on actual customer service and support interactions between 16,000 participating companies and their customers across 125 countries. Introduced in March 2012, it allows companies to compare their customer service performance against industry peers. Its measures key metrics around customer support efficiency, customer self-service behavior, and levels of customer engagement.  Customer satisfaction is based on the percentage of positive responses to the question of whether or not a customer was satisfied with a customer service interaction. For a country to be included in the quarterly report, it must have a minimum of 10,000 responses during the quarter.

About Zendesk

Zendesk builds cloud software for better customer service, bringing companies and their customers closer together. With Zendesk, companies engage directly and openly with customers, building more meaningful customer relationships that last a lifetime. More than 30,000 companies, such as Gilt Groupe, Disney and Box, use Zendesk to provide service to more than 200 million people worldwide. Founded in 2007 and based in San Francisco, Zendesk has offices in seven countries and funding from Charles River Ventures, Benchmark Capital, Goldman Sachs, GGV Capital, Index Ventures, Matrix Partners and Redpoint Ventures. Learn more at www.zendesk.com.