About the Zendesk Benchmark and how it works
Zend亚博esk基准显示三个关键指标,customer satisfaction, first reply time, and new ticket volume. You can use these metrics to see if you need to adjust policies, change team workflows, and evaluate whether you are above or below peer and industry standards. These metrics are based on calendar hours, not your set business hours.
You can complete the Benchmark survey to view more relevant statistics and help enhance the Zendesk Benchmark calculation.
The Zendesk Benchmark combines support data from participating companies across 140 countries. We use this data to calculate the Zendesk Benchmark in two steps. First, we find the mean (or average) for each individual Zendesk account, and then take the median (or middle) over all accounts as the benchmark. This calculation ensures that all accounts have an equal effect on the final benchmark and creates an average standard.
To eliminate any disproportionate effects on current benchmarks, we calculate the Zendesk Benchmark over a 28-day rolling window. Recalculating every month means that months with dramatic performance differences won't affect your current benchmark.
Completing the Benchmark survey
By completing Zendesk's Benchmark survey you can view benchmarks of companies similar to yours against global benchmarks and enhance the Benchmark calculation. The method you use to complete the survey will differ depending on if you use the Zendesk Suite or Zendesk Support.
- InAdmin Center, click theAccounticon (
) in the sidebar, then selectTools > Benchmark survey. - Answer the five Benchmark survey questions.
You can change your answers later, if needed. The questions are:
- Select you company's main industry
- How many employees are in your company?
- Who does this support desk serve?
- How many customers do you serve?
- Who delivers support to your customers?
- When you are finished, clickSubmit Survey.
Accessing Zendesk Benchmark research
Zendesk Benchmark research helps identify best practices and provides tips on what to consider when operating your instance of Zendesk. It includes our annual report on the top trends in the customer experience space, The Zendesk Customer Experience Trends Report, which comes out at the start of every year.
You can view the most recent research by visiting theZendesk Benchmarkweb page .
Opting out of benchmark participation
Based on Zendesk’sMain Services Agreement (MSA), by default, companies participate in the Benchmark when they purchase Zendesk. If you no longer wish to participate, use the following procedure to opt out.
To opt out of benchmark participation
- InAdmin Center, click theAccounticon () in the sidebar, then selectTools > Benchmark survey.
- ClickStop Participating.
You will no longer participate in the survey. You can rejoin at any time byCompleting the Benchmark survey.
Viewing your benchmark results
You can view your individual benchmark based on your satisfaction ratings, average first reply times, and new ticket volumes against your peers' benchmarks in the same industry, target audience, and company size. These benchmark results are available close at hand in Support.
- InAdmin Center, click theAccounticon () in the sidebar, then selectTools > Benchmark survey.
- If you haven't already answered the questions, you'll need to do that. Otherwise, your results are displayed on theBenchmark Surveypage.
You can also view the most recent research by visiting theZendesk Benchmarkweb page .
12 Comments
Is the above still accurate? Is there still not a way in Explore to show the industry benchmark?
Hi Mark,
Yes, this is still accurate. There's still no way in Explore to show the industry benchmark.
Best,
I am confused. We can't access this benchmark data in Explore, and it is no longer available in the Reporting section of Support. So, you simply can't get there from here?
I second that. Very confused about where I can see this info.
It seems the last 2 questions are not answered. The question remains.
HiMichael Froeming! Could you confirm whether or not is it now possible to show the industry benchmark in Explore?
If this is not possible: I am looking for a way to add to our dashboard a "goal widget" for CSAT score. Our current CSAT should then always compare to the "goal widget" and show us how close we are to it.
Is there any way to build a widget which is not supposed to be an actual report, but just to function as benchmark comparison for another widget within the same dashboard?
The Benchmark values aren't available in Explore at this time but a workaround, if you need to display a constant value in your dashboards is to create a metric/report using a fixed calculated metric. You can create an advanced fixed metric and just input the number that you need to use as 'goal'. Example:
You will need to manually updater these metrics if you have to change the goal/benchmark value.
Hi@...! Thank you so much for your reply. I have two questions as a follow-up:
1. How can I display the fixed metric as a percentage? I just need to add the % sign next to the number, for visual reasons. So, in the example you sent, instead of just "94", how could I create the fixed metric so that it displays "94%"?
2.我将固定指标添加到仪表板。在is dashboard, there is also KPI B. I want KPI B to automatically be compared to fixed metric A, and to always show an arrow down if B is lower than A, or an arrow up when B is higher than A. Is this possible in any way? If yes, how?
Alberta Country Test 2
Point1 - I discovered how to do this by accident, so it helps.
For your second question, you can try adding the second metric (the fixed metric) at the report level (of KPI B) and just set the visualization type to KPI. The report will automatically display an arrow indicating how the first metric compares to the second metric. The arrow will also be displayed on the dashboard where the KPI report is added.
Thank you both,shelleyand@...! Your suggestions have been really helpful: I managed to build exactly the widget that I had in mind! :)
Hi@...,
I am following-up on your latest suggestion. My question is: is there a way to change the logic behind whether to show a green or a red arrow?
Here my case scenario: If I am comparing:
First Reply Time,internal:5 hrs
First Reply time,industry benchmark:10 hrs
I would like to see our internal KPI showing a green arrow (because, by needinglesshours to send a first reply, we are in fact doingbetterthan the industry benchmark). However, at the moment, because 5 is less than 10, we are paradoxically getting a red arrow on our internal data.
So: how can I customise the logic between how the two metrics are compared with each other?
Thank you so much for your help! :)
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