During a 2022 survey carried out in the United States, 86 percent of responding consumers stated that it was important or very important to them that they could contact a real person when communicating with a business. Only four percent said it was not important or not at all important.
Level of importance of human customer service to consumers in the United States as of June 2022
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Statistics on Customer service in the U.S.
Market overview
6
- Premium Statistic Size of global outsourced customer experience market 2015-2020*
- Premium Statistic Global outsourced customer experience market: breakdown by region 2017
- Basic Statistic Customers who have contacted customer service in the past month U.S. 2015-2020
- Basic Statistic Customers who contacted customer service via voice channels U.S. 2015-2020
- Basic Statistic Customer churn rate by industry U.S. 2020
- Premium Statistic Customers' opinion about customer service quality U.S.& worldwide 2018
Communication channels
4
- Premium Statistic Communication channels preferred to contact customer service worldwide 2018
- Premium Statistic Communication channels preferred to contact customer service by country 2018
- Premium Statistic Easiest-to-use customer service channels in U.S. 2019-2020
- Basic Statistic Channels which provide the fastest resolution from customer service U.S. 2015-2017
Customer satisfaction
5
- Basic Statistic Customers who stopped doing business due to poor customer service U.S. 2016-2020
- Basic Statistic Important aspects of a good customer service experience U.S.& worldwide 2018
- Basic Statistic Share of customers by poor customer service experiences U.S.& worldwide 2018
- Premium Statistic Customer service: change in customers' expectations in the last year 2018
- Premium Statistic Importance of customer service to customers' choice of or loyalty to a brand 2018
Self-service
4
- Premium Statistic Issue resolution prior to contacting customer service in the U.S. by sector 2020
- Basic Statistic Customers: opinion on self-service portal usage by brands U.S.& worldwide 2018
- Basic Statistic Ways in which customers initiate customer service interaction U.S. & worldwide 2018
- Basic Statistic Self-service issues experienced by customers U.S.& worldwide 2018
Digital trends
5
- Basic Statistic Preferred contact channels for customers to resolve issues U.S. 2020
- Premium Statistic U.S. adults' challenges of using chatbots 2018
- Basic Statistic Customers by if they favor brands that proactively contact them U.S.& worldwide 2018
- Basic Statistic Customers by if they favor brands that respond to complaints U.S.& worldwide 2018
- Basic Statistic Expected response time for social media questions or complaints in U.S. & global 2018
Further related statistics
21
- Acceptable response time for customer service in the U.S. 2022
- U.S. consumer satisfaction with chatbot customer service 2022
- Importance of human customer service to millennials in the U.S. 2022
- Importance of human customer service to Gen Z in the U.S. 2022
- Importance of human customer service to baby boomers in the U.S. 2022
- Importance of human customer service to Gen X in the U.S. 2022
- Consumer behavior based on customer service experience worldwide 2022
- Acceptable response time for customer service among Gen X in the U.S. 2022
- Acceptable response time for customer service among Gen Z in the U.S. 2022
- Acceptable response time for customer service among baby boomers in the U.S. 2022
- Acceptable response time for customer service among millennials in the U.S. 2022
- Customer services channels offered by luxury brands worldwide 2022
- Share of channels used for customer experiences in the UK 2020-2022
- KPIs used to measure digital customer service effect in the Netherlands in 2018
- Channels consumers use to contact brands in the U.S. 2022
- Interactions between companies & consumers worldwide 2020-2022, by platform
- Channels baby boomer consumers use to contact brands in the U.S. 2022
- Reasons baby boomers communicate with brands online in the U.S. 2022
- Channels millennial consumers use to contact brands in the U.S. 2022
- Reasons Gen X communicate with brands online in the U.S. 2022
- Use of online chat to contact brands in the U.S. 2022, by generation
Further Content: You might find this interesting as well
Latana. (September 27, 2022). Level of importance of human customer service to consumers in the United States as of June 2022 [Graph]. In Statista. Retrieved February 06, 2023, from https://www.statista.com/statistics/1338582/importance-human-customer-service-usa/
Latana. "Level of importance of human customer service to consumers in the United States as of June 2022." Chart. September 27, 2022. Statista. Accessed February 06, 2023. https://www.statista.com/statistics/1338582/importance-human-customer-service-usa/
Latana. (2022). Level of importance of human customer service to consumers in the United States as of June 2022. Statista. Statista Inc.. Accessed: February 06, 2023. https://www.statista.com/statistics/1338582/importance-human-customer-service-usa/
Latana. "Level of Importance of Human Customer Service to Consumers in The United States as of June 2022." Statista, Statista Inc., 27 Sep 2022, https://www.statista.com/statistics/1338582/importance-human-customer-service-usa/
Latana, Level of importance of human customer service to consumers in the United States as of June 2022 Statista, https://www.statista.com/statistics/1338582/importance-human-customer-service-usa/ (last visited February 06, 2023)
Level of importance of human customer service to consumers in the United States as of June 2022 [Graph], Latana, September 27, 2022. [Online]. Available: https://www.statista.com/statistics/1338582/importance-human-customer-service-usa/