Measuring customer satisfaction with the Zendesk Benchmark

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8 Comments

  • Momtanu Chakraborty
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    I understand the benchmark on the reporting>overview page is the summary of individual agent benchmark vs the industry average. How can the company benchmark be viewed as a whole and compared to the global benchmark or industry average?

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  • Brett - Community Manager
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    Hi Momtanu,

    When navigating to Reporting>Overview I see it compares your Zendesk account as a whole and not just an individual agent. However, you will be limited to comparing your Benchmark with 1 peer at a time. Unfortunately there's no way to change this functionality.

    If you want to view the Global Benchmark you'll need to navigate to Admin>Settings>Benchmark Survey but you'll only be able to compare with other similar industries and not your own Zendesk account.

    Let me know if you have any other questions for me.

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  • Momtanu Chakraborty
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    Hi Brett,

    Thank you for the answer. Can you explain a bit more what you mean by 1 peer at a time? I have compared my zendesk reporting overview for the benchmark with another agent (my colleague) and the numbers were different for both of us.

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  • Brett - Community Manager
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    Hi Momtanu,

    When I say 1 peer at a time I mean your audience, industry, or company size you've configured under Admin>Settings>Benchmark Survey. A couple screenshots below:

    Hope this clears up any confusion :) 

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  • Momtanu Chakraborty
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    Thanks, Brett for your awesome support. I have another small question. This is updated every 28 days, right? So the 28 days rolling window means if our zendesk rating is 8.4 now and the avg rating of the next 28 days is 8.6, then it will be updated to (8.4+8.6/2) 8.5. Correct me if I am wrong.

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  • Brett - Community Manager
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    Hi Momtanu,

    You are correct in that the benchmark uses a 28 day rolling window. However, this number will update each day giving you the data from the last 28 days.

    Let me know if that doesn't make sense.

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  • Aaron dempsey
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    How do we do this now with explore?

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  • Devan
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    Hello Aaron dempsey,

    Currently, in Explore, we do not have the capability to import the benchmark date as the base product currently stands. I would recommend posting in our product feedback forums so our developers can consider adding this in a future product update. 

    Best regards.

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