Announcing the removal of the benchmark survey in Admin Center

Announced on | Removal on
June 26, 2025 | August 1, 2025

This article describes the removal of the benchmark survey page in Admin Center.

This announcement includes the following topics:

What does this mean?

Why is Zendesk removing the benchmark survey?

Am I affected?

What do I need to do?

What does this mean?

The benchmark survey, accessible in Admin Center under Account > Tools > Benchmark survey, is being deprecated and scheduled for removal from the Admin Center menu on August 1, 2025.

The Zendesk Benchmark allowed companies using Zendesk to compare key support metrics – such as customer satisfaction, average first reply time, and tickets per month – against thousands of others, with breakdowns by industry and global benchmarks. It also gathered self-reported data on company industry, size, and customer base through a brief survey on the page.

Why is Zendesk removing the benchmark survey?

After careful analysis, we have observed very low engagement with the benchmark data. Due to minimal usage, the page has not received the updates and modernization it requires, as engineering focus has been shifted to higher-impact projects. Given this, we have made the strategic decision to prioritize other initiatives and retire the benchmark survey.

Am I affected?

If you are a Zendesk customer currently utilizing the benchmark survey, you will no longer be able to do so.

What do I need to do?

As a Zendesk Support customer, you do not need to do anything or perform any action.

If you have questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.