Share of shoppers that valued customer service worldwide 2020, by product category

In 2020, over 65 percent of consumers worldwide found customer services to be vital when purchasing appliances and technology products. Many consumers also stated that service and advice was helpful when buying apparel, cosmetics, and personal care items. These items were also the leading product categories consumers primarily planned to purchase online in the future, due to the coronavirus (COVID-19) pandemic in 2020.