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Self-service issues experienced by customers U.S.& worldwide 2018
Self-service issues experienced by customers U.S.& worldwide 2018
If while using self-service you did not find the response you were looking for, what was the key issue?
by E. Mazareanu,
last edited
Mar 27, 2019
This survey shows the self-service issues experienced by customers in the U.S. and worldwide in 2018. During the survey, 13 percent of respondents from the United States cited disorganized information as their key issue with self-service.
If while using self-service you did not find the response you were looking for, what was the key issue?
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| United States | Global average | |
|---|---|---|
| Too much information to sort through | 13% | 16% |
| The information was disorganized with no ability to search | 13% | 18% |
| My issue was too complex | 31% | 22% |
| Not enough information available through self-service | 44% | 43% |
| United States | Global average | |
|---|---|---|
| Too much information to sort through | 13% | 16% |
| The information was disorganized with no ability to search | 13% | 18% |
| My issue was too complex | 31% | 22% |
| Not enough information available through self-service | 44% | 43% |
© Statista 2019
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by E. Mazareanu,
last edited
Mar 27, 2019
This survey shows the self-service issues experienced by customers in the U.S. and worldwide in 2018. During the survey, 13 percent of respondents from the United States cited disorganized information as their key issue with self-service.
- Show sources information
- As a Premium user you get access to the detailed source references and background information about this statistic.
- Show publisher information
- Release date
- March 2019
- Region
- Worldwide, United States
- Survey time period
- 2018
- Number of respondents
- 5,000 respondents
- Age group
- 18 years and older
- Supplementary notes
- Number of respondents is for the global survey. The source did not specify the number of U.S. respondents.
Source
- Show sources information
- As a Premium user you get access to the detailed source references and background information about this statistic.
- Show publisher information
- Release date
- March 2019
More information
- Region
- Worldwide, United States
- Survey time period
- 2018
- Number of respondents
- 5,000 respondents
- Age group
- 18 years and older
- Supplementary notes
- Number of respondents is for the global survey. The source did not specify the number of U.S. respondents.
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- Knowlagent contact center productivity survey 2011
- Tata Consultancy Services Limited Annual Report 2018-2019
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Statistics on "Customer service in the U.S."
- Global revenue of outsourced customer experience market from 2015 to 2020 (in billion U.S. dollars)*
- Breakdown of the global outsourced customer experience market in 2017, by region
- Share of customers in the United States who have contacted customer service for any reason in the past month from 2015 to 2018*
- Use of voice in customer service in the United States from 2015 to 2018
- Customer churn rate in the United States in 2018, by industry
- Do you feel the quality of customer service is getting better or worse?
- Which of the following customer service channels do you prefer?
- Communication channels preferred to contact customer service in 2018, by country
- Communication channels easy to use in customer service in the United States in 2018
- Which of the following channels provides the fastest resolution from customer service?
- Share of customers in the United States who stopped doing business with a company due to poor customer service from 2016 to 2018
- What is the most important aspect of a good customer service experience?
- What is the most frustrating aspect of a poor customer service experience?
- Do you have higher expectations for customer service today than you had one year ago?
- How important is customer service to you in your choice of, or loyalty to, a brand?
- Share of customers trying to resolve their issue before contacting customer service in the United States in 2019, by sector
- Do you expect a brand or organization to have an online self-service support portal?
- When engaging with customer service, do you try to use self service first, or do you immediately engage with an agent?
- If while using self-service you did not find the response you were looking for, what was the key issue?
- Communication channels customers prefer to use to resolve customer service issues in the United States in 2017
- Challenges of using chatbots according to adult internet users in the United States in 2018
- Do you have a more favorable view of brands that offer or contact you with proactive customer service notifications?
- Do you have a more favorable view of brands that respond to customer service questions or complaints on social media?
- What is your expected response time for social media questions or complaints?
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- Have you ever used a self-service support portal for customer service?
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- Sales of self-service cafeterias in Japan from 2010 to 2020 (in billion U.S. dollars)
- Leading companies in the vending industry based on turnover in Spain in 2017 (in 1,000 euros)
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- Number of vending operating machines in Spain from 2010 to 2017
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- Number of employees per self-service restaurants in Italy in 2015, by month
- Price inflation of fresh non-dairy self-service products in France between 2013 and 2016, by brand type
- Annual production value of the administrative and support service activities industry in Hungary from 2008 to 2016 (in million euros)
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