Measuring customer satisfaction with the Zendesk Benchmark

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11 Comments

  • Mark Sewell

    Is the above still accurate? Is there still not a way in Explore to show the industry benchmark? 

    0
  • Michael Froeming
    Zendesk Customer Care

    Hi Mark,

    Yes, this is still accurate. There's still no way in Explore to show the industry benchmark.

    Best,

     

    0
  • Paul McCabe

    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?

    2
  • Joel Mayer

    I second that.  Very confused about where I can see this info.

    2
  • Ana Leitão

    It seems the last 2 questions are not answered. The question remains. 

    1
  • Alberta Country Test 2

    Hi Michael 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?

    0
  • Gab Guinto
    Zendesk Customer Care
    Hi Alberta,

    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.
     
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  • Alberta Country Test 2

    Hi Gab Guinto! 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. I will add fixed metric A to a dashboard. In this 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?

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  • shelley

    Alberta Country Test 2

    Point1 - I discovered how to do this by accident, so it helps.

    1. Click on your created fixed metric (your fixed metric target should be a decimal if you want to show percentage. So in my example 90% is entered as 0.9
    2. Click the edit icon to access the fixed metric
    3. In the top right corner click on Options then Edit Display Format
    4. select '%' and Save, then Save again

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  • Gab Guinto
    Zendesk Customer Care
    Thanks for the recommendation Shelley! 

    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.
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  • Alberta Country Test 2

    Thank you both, shelley and Gab Guinto! Your suggestions have been really helpful: I managed to build exactly the widget that I had in mind! :)

    0

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