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Share of consumers happy to resolve company questions/problems without customer service agent contact, in the United States in 2015 and 2016*
U.S. consumer desire for company answers without service agent contact 2015/2016
This statistic indicates the share of U.S. consumers, by generation, who are happy, both with themselves and a company, when they can solve a question or problem relating to that company without having to talk with a customer service agent, in 2015 and 2016. In 2016, 70 percent of Millennial respondents indicated they enjoyed being able to answer company-related questions or problems without having to talk with a customer service agent.
Share of consumers happy to resolve company questions/problems without customer service agent contact, in the United States in 2015 and 2016*
OverallMillennialGeneration XBoomer
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Source

Release date

October 2016

Region

United States

Survey time period

2016

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."

U.S. consumer desire for company answers without service agent contact 2015/2016
This statistic indicates the share of U.S. consumers, by generation, who are happy, both with themselves and a company, when they can solve a question or problem relating to that company without having to talk with a customer service agent, in 2015 and 2016. In 2016, 70 percent of Millennial respondents indicated they enjoyed being able to answer company-related questions or problems without having to talk with a customer service agent.
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