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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*

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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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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OverallMillennialGeneration XBoomer
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Description

Source

More information

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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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."
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