Zendesk Customer Experience Trends Report 2021

2020 was a turning point for many. The pandemic hit and most people had to quickly adapt to a new everyday life with home office and digital meetings. Customers changed their pattern of action and much of their turnover was moved from physical to digital channels.

Zendesk has surveyed customers, customer service managers, purchasers and looked at data from more than 90,000 companies across 175 countries that use Zendesk. They have looked at what sets companies apart that did exceptionally good customer service from other companies. Based on how they delivered on important KPIs including response and solution time, they saw how companies that scored high on these measurements did so commercially compared to other companies that scored medium or low.

Some of the main points in the report are:

75% of customers are willing to pay more money to shop from companies that give them a great customer experience.
50% of customers will switch to a competitor after a bad customer experience. 80% will switch after more than one bad experience.
64% of customers used a new customer service channel in 2020 and 73% will use it again
40% of managers do not have the right reporting tools to do good analysis.
50% of executives say the pandemic accelerated their digital journey by 1-3 years. 25% say it was accelerated by 4-7 years.

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