Zendesk, a software development company, introduced the Zendesk Benchmark report in March 2012 as it was a way for “participating companies to compare their support performance against their industry peers.” Zendesk’s didn’t use traditional survey or report methodology but rather based their findings on “actual support and customer service interactions from more than 16,000 companies across 125 countries who have chosen to participate” and measured “key metrics around customer support efficiency, customer self-service behavior, and levels of customer engagement.” According to Zendesk, the top 10 countries for customer satisfaction in the second quarter of 2013 are:
New Zealand – Second quarter 2013 score: 92%. This was down 1% percent from a first quarter score of 93%.
Canada – Second quarter 2013 score: 91%. Canada managed to increase their customer satisfaction score by 4% in between the first and second quarters of 2013.
Australia – Second quarter 2013 score: 89%. Australia also raised their score by 4% in the second quarter.
Norway – Second quarter 2013 score: 89%. Norway increased their score by 2% in the second quarter.
Denmark – Second quarter 2013 score: 89%. Denmark improved their second quarter score by 1%.
United Kingdom – Second quarter 2013 score: 87%. The UK also experienced a marginal increase of 1% in between quarters.
Czech Republic – Second quarter 2013 score: 87%. The Czech Republic’s score increased in the second quarter by 4%.
Finland – Second quarter 2013 score: 86%. Finland experienced a modest 1% increase in their score for the second quarter.
Russia – Second quarter 2013 score: 86%. Russia’s score increased the most of any country in the top ten, as they gained 6% percent in the second quarter findings.
Mexico – Second quarter 2013 score: 85%. Mexico improved their score by 4% in the second quarter.
There was a 3% increase overall in the second quarter and the average customer satisfaction score in the Zendesk Benchmark reached 81%. This increase “coincided with a couple of larger trends. First, industries with historically low customer satisfaction, in particular financial services, saw some of the highest gains in percentage terms. Meanwhile, consumers generally have been reporting greater confidence in the economy, and, not surprisingly, the trend of rising consumer confidence worldwide parallels the rise in customer satisfaction in the Zendesk Benchmark.”
According to the Zendesk Benchmark, Q2 2013 In Focus: Customer Self-Service report, Canada increased 4% and is adopting services like self-serve options via online forums, communities and social media. These initiatives cater to and satisfy customer’s changing needs while maintaining service standards to remain competitive with other countries. Congrats Canada.