CUSTOMERBYTHENUMBERSSATISFACTIONZENDESKCUSTOMERSATISFACTIONINDEX,MARCH2012TABLEOFCONTENTSWhatDrivesCustomerSatisfaction?AbouttheScienceTheZendeskCustomerSatisfactionIndex3HabitsofBest-in-ClassCompanies1YESTERDAYSegregatedbychannelDisconnectedfrombusinessTreatedasacostcenterSubparconsumerexperienceTODAYInterconnectedchannelsupportCloselytiedtomarketing/salesTreatedasarevenueengineCriticaltoconsumerexperienceNEWCUSTOMERSUPPORT2$338.5BTheamountbadcustomerservicecostsmajorcountriesaroundtheworldannuallySOURCE:GENESYSGLOBALSURVEY$289AveragevalueofeachlostbusinessrelationshipintheU.S.82%PercentageofAmericanswhosaidtheystoppeddoingbusinesswithacompanybecauseofpoorcustomerserviceSATISFACTIONCOUNTSWhenitcomestocustomerservice,satisfactioniswhatmattersmost.Infact,badcustomerservicecanco