U.S. consumer desire for company answers without service agent contact 2015/2016

Share of consumers happy to resolve company questions/problems without customer service agent contact, in the United States in 2015 and 2016*

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Release date

October 2016


United States

Survey time period


Number of respondents

1,000 respondents

Age group

18-65 years

Special properties

Sample screened to not be non-users, of Customer Engagement Experience (CEM) in past year

Method of interview

Online survey

Supplementary notes

* The original statement was phrased by the source as follows: "I feel really good about both the company and myself when I am able to answer a question or solve a problem related to that company without having to talk with a customer service agent."

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