Customer Happiness Across Industries

We identify how ticket volume affects customer satisfaction (CSAT), we contradict conventional wisdom about one-touch resolutions and their impact on CSAT — all of it in the report, using real data.

Select Industry

Avg. First Response time Average time taken by the agent to send the first response to a ticket as seen by Freshdesk customers.

7 hrs

Avg. CSAT score Average rating of the support interactions as provided by Freshdesk customers.

78%

No. of tickets per agent

475 / month

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Find out Customer Happiness in Your Region

The CSAT of France is not the same as that of India. New Zealand responds to the most number of tickets each year. A thorough research into these questions showed us that cultural differences have been skewing how customer satisfaction is perceived.

Hover over the map to find out your country’s customer satisfaction score.

United States

Avg. FCR Time
12 hrs
Avg. CSAT Score
85%

India

Avg. FCR Time
19 hrs
Avg. CSAT Score
61%

United Kingdom

Avg. FCR Time
11 hrs
Avg. CSAT Score
79%

Australia

Avg. FCR Time
15 hrs
Avg. CSAT Score
81%

Canada

Avg. FCR Time
13 hrs
Avg. CSAT Score
82%

Netherlands

Avg. FCR Time
10 hrs
Avg. CSAT Score
74%

Brazil

Avg. FCR Time
13 hrs
Avg. CSAT Score
78%

United Arab Emirates

Avg. FCR Time
14 hrs
Avg. CSAT Score
69%

South Africa

Avg. FCR Time
12 hrs
Avg. CSAT Score
75%

China

Avg. FCR Time
16 hrs
Avg. CSAT Score
70%

France

Avg. FCR Time
17 hrs
Avg. CSAT Score
73%

Germany

Avg. FCR Time
16 hrs
Avg. CSAT Score
79%

Sweden

Avg. FCR Time
7 hrs
Avg. CSAT Score
76%

New Zealand

Avg. FCR Time
11 hrs
Avg. CSAT Score
84%

Qatar

Avg. FCR Time
54 hrs
Avg. CSAT Score
64%

Spain

Avg. FCR Time
10 hrs
Avg. CSAT Score
68%

Israel

Avg. FCR Time
10 hrs
Avg. CSAT Score
79%

Belgium

Avg. FCR Time
16 hrs
Avg. CSAT Score
75%

Italy

Avg. FCR Time
14 hrs
Avg. CSAT Score
75%

Switzerland

Avg. FCR Time
12 hrs
Avg. CSAT Score
74%

Singapore

Avg. FCR Time
32 hrs
Avg. CSAT Score
67%

Norway

Avg. FCR Time
11 hrs
Avg. CSAT Score
82%

Ireland

Avg. FCR Time
10 hrs
Avg. CSAT Score
87%

Poland

Avg. FCR Time
13 hrs
Avg. CSAT Score
72%

Mexico

Avg. FCR Time
20 hrs
Avg. CSAT Score
74%
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This report has everything you need to scale your customer support strategy. You can discover opportunities to make customer support a game changer for your business—

  • Using Benchmark data across industries and countries
  • Learning trends and patterns, metrics and customer behavior cues
  • How being a Freshdesk power user can up your support game
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