CS Transparency Report
Trust in numbers, quality through stories.We openly share our Zendesk operations, multilingual support, AI collaboration, and customer insights.
Transparency Defines Trust in CS Quality
At ReceiptRoller, we evolve our Zendesk-centered CS operations through data and honest disclosure.This report visualizes the KPIs, AI utilization, multilingual performance, CX improvement, customer insights, and efficiency of our actual CS team — setting a new standard for transparency.
CS Operations & Quality Transparency Report (Sample)
We disclose seven key areas: Zendesk operations, AI, multilingual support, quality, culture, customer insight, and efficiency.
Operational Performance Metrics
Core Zendesk operational KPIs are shared with actual values and AI analysis comments.This data represents the 3-month average from July to September 2025.
CSAT (Customer Satisfaction)
94.2%
Industry Average: 88%
First Contact Resolution
87.5%
+3.1% vs. previous month
Average Response Time
3.8h
SLA Target: Within 6h
Reopen Rate
5.3%
Industry Average: 9%
Tickets Resolved / Day
286
AI Classification Rate: 62%
Escalation Rate
4.1%
−1.2% YoY
Response Quality (QA Score)
96
Average of Internal + AI Score
Utilization Rate
99.7%
Team Avg. Active Hours: 7.4h
SLA (Service Level Achievement Rate)
| Item | Target | Actual | Achievement | Trend |
|---|---|---|---|---|
| First Response (within 6h) | 95% | 98% | +3% | Upward Trend |
| Update Interval (within 24h) | 90% | 92% | +2% | Stable |
| Resolution Time (within 48h) | 85% | 83% | −2% | Needs Improvement |
| Escalation Rate | ≤5% | 4.1% | ○ | Good |
AI Summary (Auto-generated)
CSAT and First Contact Resolution both show a stable upward trend this quarter. Response time and first-response SLA have notably improved, showing clear impact from AI-assisted reply templates.However, complex ticket segmentation and classification accuracy remain challenges, leading to a slight dip in 48h resolution rates. Re-training AI routing models is recommended.Overall, the team has achieved balanced, stable operations combining efficiency, quality, and customer experience.
AI & Automation Report
This report visualizes the automation performance achieved through Zendesk-integrated AI (ChatGPT, Flow Builder, and Webhook automation). It provides a multi-dimensional view of AI adoption rate, suggestion acceptance rate, classification accuracy, and reduction in handling time.
AI Adoption Rate
92%
Percentage of tickets involving AI
Classification Accuracy
97.3%
Average F1 score across 5 categories
AI Reply Adoption Rate
81%
Ratio of AI-generated suggestions that were sent as replies
Average Response Time Reduction
−38%
Compared with pre-implementation baseline
AI Performance Summary (Auto-generated Commentary)
Overall AI utilization remains high at 92%. Notably, AI-generated draft replies achieved an adoption rate of 81%, contributing to a 38% reduction in average agent response time. Some misclassification cases were observed in low-resource languages, and additional training data is being prepared. Further efficiency improvements are expected through enhanced AI routing and triage automation.
Multilingual Support Report
This report presents operational performance in global multilingual support.Key indicators such as response time by language, CSAT, and AI translation accuracy are analyzed to quantitatively evaluate the impact of Zendesk combined with AI translation.
Supported Languages
12
Covering all major markets
Average Response Time Difference
+0.8h
Compared to Japanese (avg. 4.6h)
AI Translation Accuracy
96.2%
Converted BLEU score (Top 5 languages)
CSAT (Multilingual Avg.)
93.4%
−0.8% difference from overall average
Multilingual Support AI Summary (Auto-generated)
With AI translation introduced, overall multilingual CSAT has remained above 93%.Translation accuracy continues to improve, with BLEU scores stable for English and French.Lower-resource languages such as Arabic and Indonesian still show variation in contextual understanding.Through model retraining and terminology dictionary integration, we aim to reach over 98% accuracy next quarter.
Quality & CX Improvement Report
This report discloses current support quality and improvement initiatives from both QA and CX perspectives. It provides a comprehensive analysis of QA scores, VOC trends, AI suggestion adoption rates, and improvement execution ratios.
Average QA Score
96.4%
200 tickets reviewed per month
CX Improvement Action Rate
87%
Execution rate of VOC-based improvement actions
AI Suggestion Adoption Rate
79%
Percentage of automated QA suggestions adopted
Recurrence Prevention Completion
93%
Rate of completed corrective actions on recurring issues
Quality & CX Improvement Summary (Auto-generated)
QA performance has remained above 96%, with consistently high adoption of AI-based automated suggestions. VOC analysis shows an increasing number of positive comments about “clarity of guidance” and “speed to resolution.” The improvement action rate reached 87%, while the remaining 13% were due to structural or external factors. Moving forward, automatic extraction of CSAT decline factors and stronger validation of AI recommendations will further enhance both quality and operational efficiency.
Team & Culture Report
The foundation of service quality lies in team happiness and workplace culture. This report visualizes key indicators such as engagement, turnover rate, training participation, and AI skill proficiency.
Team Happiness
91%
Monthly survey results (3-month average)
Engagement Score
88%
Converted to Gallup Q12 scale
Training Participation Rate
94%
Employees attending at least one session per month
AI Skill Proficiency
82%
Utilization rate of AI support tools
Team Culture Analysis Summary (Auto-generated)
Team happiness remains stable at 91%, exceeding the company-wide average. Scores for “psychological safety” and “sense of growth” are particularly strong, while turnover has improved by −12% year-over-year. The use of AI assistance tools has also reduced work-related stress. Moving forward, leadership development and feedback culture will be reinforced to establish collaboration between humans and AI as part of the organizational culture.
Customer Insights (Voice of Customer)
Analyze customer feedback (VOC) using AI to quantify trends in satisfaction, dissatisfaction, and requests for improvement. Combining text mining with sentiment analysis, this report visualizes actionable insights to enhance customer experience (CX).
Positive Rate
78%
Percentage of positive sentiment in all VOC entries
Negative Rate
12%
Includes dissatisfaction, complaints, and requests for improvement
AI Analyzed Comments
4,230
Customer comments analyzed in the past 3 months
Auto Classification Accuracy
96.8%
Accuracy of AI-based ticket classification
Most Frequent Inquiry Trends (Jul–Sep 2025)
Delivery Delays / Status Inquiries
22% of total inquiries
Refunds / Billing
18%
Account Settings / Login
16%
Product & Service Feedback
13%
Representative Customer Comments (AI Summaries)
"The AI-generated replies were very natural, and my issue was resolved smoothly."
"Weekend response times were slightly slower, but weekday support was excellent."
"The quality of multilingual support has improved, and I now feel comfortable asking questions in my native language."
AI Customer Insight Summary (Auto-generated)
Approximately 80% of customer comments are positive, with high ratings for “speed of response” and “natural translation quality.” Some users requested improvements related to “weekend response times” and “refund workflows.” AI clustering identified three dominant themes: “trust,” “speed,” and “clarity of explanation.” Correlation with CSAT is strong at +0.82, showing that improved AI accuracy directly contributes to overall customer satisfaction.
Efficiency & ROI Report
This report quantifies the impact of Zendesk operations and AI automation — visualizing cost reduction, time savings, and ROI improvements. It measures how automation achieves both manpower efficiency and high response quality.
ROI (Return on Investment)
312%
AI & Automation Results (6 months)
Workload Reduction
41%
Monthly Operation Time
Cost Reduction
27%
Total Labor & Tool Cost
Response Speed Improvement
+38%
Average Response Time
AI Summary (Auto-generated Insights)
With AI automation, monthly average workload decreased by 41%, cutting annual costs by about 27%. The payback period shortened to just 2.8 months, while ROI maintained a high 312%. Zendesk macros, AI reply suggestions, and auto-tagging achieved the strongest savings. Future improvements will focus on AI escalation prediction and automatic priority control for even higher efficiency.
Transparency Builds Customer Trust.
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