Self-service issues experienced by customers U.S.& worldwide 2018

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?

United StatesGlobal average
Too much information to sort through13%16%
The information was disorganized with no ability to search13%18%
My issue was too complex31%22%
Not enough information available through self-service44%43%
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Release date

March 2019


Worldwide, United States

Survey time period


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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Statistics on "Customer service in the U.S."

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