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Retail, Travel Customer Satisfaction Dropped in Q4

February 4th, 2015

Holiday shopping and travel took a toll on customer satisfaction in late 2014. According to the latest Zendesk Benchmark report, overall global customer satisfaction was down in the fourth quarter — especially in travel and retail.

Global Customer Satisfaction dropped to 94.71 percent in the last three months of the year, down 0.26 points from the previous quarter. Customer satisfaction in travel and retail both dropped 0.9 percent from the previous quarter to 90.9 percent and 89.1 percent, respectively.

Asia showed the greatest improvement in customer satisfaction over the previous quarter: China, Singapore and Vietnam posted the largest gains, but could not unseat Belgium, New Zealand or Ireland from the top spots, which posted the highest scores for the second quarter in a row.

On the industry side, marketing and advertising, web hosting and real estate posted the greatest improvements, but were still unable to unseat government and non-profit, IT services and consultancy, and healthcare from the top spots.