- Services›
- Business Services›
Customers: opinion on self-service portal usage by brands U.S.& worldwide 2017
Customers: opinion on self-service portal usage by brands U.S.& worldwide 2017
Do you expect a brand or organization to have an online self-service support portal?
This survey shows the share of customers by if they expect brands or organizations to have an online self-service support portal in the U.S. and worldwide as of 2017. During the survey, 89 percent of respondents from the United States stated that they expect brands or organizations to have a self-service support portal.
Do you expect a brand or organization to have an online self-service support portal?
Loading statistic...
| United States | Global average | |
|---|---|---|
| Yes | 89% | 90% |
| No | 11% | 10% |
| United States | Global average | |
|---|---|---|
| Yes | 89% | 90% |
| No | 11% | 10% |
© Statista 2019
About this statistic
Show source
Download
Settings
Share
Download started
Please be patient - this may take a moment
Please be patient - this may take a moment
Description
Source
More information
This survey shows the share of customers by if they expect brands or organizations to have an online self-service support portal in the U.S. and worldwide as of 2017. During the survey, 89 percent of respondents from the United States stated that they expect brands or organizations to have a self-service support portal.
Show more- Show sources information
- Show publisher information
- Release date
- August 2017
- Region
- Worldwide, United States
- Survey time period
- 2017
- Age group
- 18 years and older
- Supplementary notes
-
Respondents base: global survey (n=5,000).
The source did not specify the number of U.S. respondents.
Source
- Show sources information
- Show publisher information
- Release date
- August 2017
More information
- Region
- Worldwide, United States
- Survey time period
- 2017
- Age group
- 18 years and older
- Supplementary notes
-
Respondents base: global survey (n=5,000).
The source did not specify the number of U.S. respondents.
Statista Accounts:
Access All Statistics. Starting from $588 / Year
Basic Account
Get to know the platform
You only have access to basic statistics.
Premium Account
Your perfect start with Statista
- Instant access to 1m statistics
- Download in XLS, PDF & PNG format
- Detailed references
$49 / Month *
Corporate Account
Full access
Corporate solution including all features.
* All products require an annual contract.
Prices do not include sales tax.
Prices do not include sales tax.
Leading companies trust Statista:
Related Studies: Available to Download in PDF or PPTX Format
All Information
in one Presentation
Customer service in the U.S.
- 60 page/s
- English
- pptx
- Detailed references
Everything On "Customer service in the U.S." in One Document: Edited and Divided into Handy Chapters. Including Detailed References.
Statista is a great source of knowledge, and pretty helpful to manage the daily work.Christof Baron
CEO, MindShare Germany
Statistics on "Customer service in the U.S."
- Market overview
The most important statistics
- Global revenue of outsourced customer experience market from 2015 to 2020 (in billion U.S. dollars)*Size of global outsourced customer experience market 2015-2020
- Breakdown of the global outsourced customer experience market in 2017, by regionGlobal outsourced customer experience market: breakdown by region 2017
- Share of customers in the United States who have contacted customer service for any reason in the past month from 2015 to 2017*Customers who have contacted customer service in the past month U.S. 2015-2017
- Use of voice in customer service in the United States from 2015 to 2018Customers who contacted customer service via voice channels U.S. 2015-2018
- Customer churn rate in the United States in 2017, by industryCustomer churn rate by industry U.S. 2017
- Overall, is customer service getting better?Customers' opinion about customer service getting better U.S.& worldwide 2017
- Communication channels
The most important statistics
- Share of customers contacting customer service in 2017, by country and communication channelCommunication channels used to contact customer service by country 2017
- Communication channels easy to use in customer service in the United States in 2018Easiest-to-use customer service channels in U.S. 2018
- Which of the following channels provides the fastest resolution from customer service?Channels which provide the fastest resolution from customer service U.S. 2015-2017
- How would you rate your overall experience with the following customer service communication channels?U.S. customers who found their customer service experience good by channel 2016-2017
- Customer satisfaction
The most important statistics
- Share of customers in the United States who stopped doing business with a company due to poor customer service from 2016 to 2018Customers who stopped doing business due to poor customer service U.S. 2016-2018
- Companies which received the highest share of negative responses to their customer service in the United States in 2017Companies with the worst rated customer service in the U.S. 2017
- From your experience, what has been the one most common cause of your customer service frustration?Primary causes of customer service frustration in U.S. 2017
- If your customer service issue or inquiry isn’t adequately addressed, how long do you wait before you contact the same company using another channel?Customers' waiting time before contacting companies using another channel U.S. 2017
- Self-service
The most important statistics
- Have you ever used a search engine to try and find a response to a customer service question?Share of customers by search engine usage to answer questions U.S.& worldwide 2017
- Have you ever used a self-service support portal for customer service?Share of customers by if they have used a self-service portal U.S.& worldwide 2017
- Do you expect a brand or organization to have an online self-service support portal?Customers: opinion on self-service portal usage by brands U.S.& worldwide 2017
- If you have used a self-service support portal for customer service, did you find the response you were looking for?Share of customers by if self-service helped with their issue U.S.& worldwide 2017
- If while using self-service you did not find the response you were looking for, what was the key issue?Self-service issues experienced by customers U.S.& worldwide 2017
- Digital trends
The most important statistics
- Benefits customers in the United States expect to enjoy if chatbots were available for the online services they use as of November 2017, by generationChatbots: usage benefits customers expect to enjoy by generation U.S. 2017
- If you have used a chatbot for customer service, how effective was the chatbot at resolving your issue?Effectiveness of customer service chatbots at resolving customers' issues 2017
- What would stop you from using a chatbot?Potential blockers to using chatbots in U.S. 2017
- Have you ever used social media to ask a customer service question?Customers' opinion: using social media to ask a customer service question 2017
- What is your expected response time for social media questions or complaints?Expected response time for social media questions or complaints in U.S. & global 2017
- Do you believe social media is an effective channel for customer service?Customer service effectiveness on social media in U.S. and worldwide 2017
Discover Statista
Need help with using Statista for your research?
Tutorials and first steps
Further Content: Statistics, Studies, and Topic Pages
Statistics
- Chile: number of vending machine operators 2005-2015
- Canadian retail price of gasoline in self service stations by key city 2012-2016
- Number of vending machines in Spain 2010-2017
- Self-service cafeterias sales in Japan 2010-2020
- Number of vending machine operators in Canada by region 2016
- Number of vending machine operators in Spain 2010-2017
- Share of self-serve meat case and full-service meat counter purchases in Canada 2016
- Reasons contact center companies offer self-/assisted-service channels worldwide 2016
- Client actions performed in bank branch, by type of service in the UK, 2014
- Brazil: self-service & cash-and-carry as share of hot drinks sales 2015-2016
- Self-bag drop systems - benefits by type 2016
- Brazil: self-service & cash-and-carry as share of soft drinks sales 2015-2016
- Number of self-service restaurants in the Netherlands 2011-2016
- Italy: number of employees per self-service restaurants by month 2015
- Passenger airlines - self-bag drop systems 2016-2020
- Leading vending machine operators based on turnover in Spain in 2017
- Number of employees in cafeteria and other self-service sector in France 2010-2015
- Customers by share lost due to poor service experience U.S.& worldwide 2017
- Malta: production value of administrative and support services industry 2008-2016
- Germany: production value of administrative and support services industry 2008-2016
Studies
- Customer service in the U.S.
- Call centers in the U.S.
- State of Customer Service Experience 2018
- Global State of Customer Service Report 2017
- State of Customer Service Experience 2017
- Live Chat Benchmark Report 2019
- State of Chatbots Report 2018
- Global Customer Service Barometer 2012
- Live Chat Benchmark Report 2018
- Knowlagent contact center productivity survey 2011
- Synnex Annual Report 2018
- Teleperformance Annual Report 2018
- Tata Consultancy Services Limited Annual Report 2017-2018
- TTEC Annual Report 2017 on Form 10-K
- The US Customer Experience Index 2017
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 2017*
- Use of voice in customer service in the United States from 2015 to 2018
- Customer churn rate in the United States in 2017, by industry
- Overall, is customer service getting better?
- Share of customers contacting customer service in 2017, by country and communication channel
- 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?
- How would you rate your overall experience with the following customer service communication channels?
- Share of customers in the United States who stopped doing business with a company due to poor customer service from 2016 to 2018
- Companies which received the highest share of negative responses to their customer service in the United States in 2017
- From your experience, what has been the one most common cause of your customer service frustration?
- If your customer service issue or inquiry isn’t adequately addressed, how long do you wait before you contact the same company using another channel?
- Have you ever used a search engine to try and find a response to a customer service question?
- Have you ever used a self-service support portal for customer service?
- Do you expect a brand or organization to have an online self-service support portal?
- If you have used a self-service support portal for customer service, did you find the response you were looking for?
- If while using self-service you did not find the response you were looking for, what was the key issue?
- Benefits customers in the United States expect to enjoy if chatbots were available for the online services they use as of November 2017, by generation
- If you have used a chatbot for customer service, how effective was the chatbot at resolving your issue?
- What would stop you from using a chatbot?
- Have you ever used social media to ask a customer service question?
- What is your expected response time for social media questions or complaints?
- Do you believe social media is an effective channel for customer service?
- Number of vending machine operators in Chile from 2005 to 2015
- Gasoline retail price at self service stations in Canada from 2012 to 2016, by major city (in Canadian cents per liter)*
- Number of vending operating machines in Spain from 2010 to 2017
- Sales of self-service cafeterias in Japan from 2010 to 2020 (in billion U.S. dollars)
- Number of vending machine operators in Canada as of December 2016, by region
- Number of vending machine operators in Spain from 2010 to 2017
- Distribution of self-serve meat case and full-service meat counter purchases in Canada as of September 2016
- What are you main reasons for offering self-/assisted-service channels?
- Client actions performed in the bank branch in the United Kingdom (UK) in 2014, by service accessed
- Self-service and cash-and-carry channel as percentage of hot drinks sales volume in Brazil in 2015 and 2016
- Benefits of using self-bag drop services in 2016, by type
- Self-service and cash-and-carry channel as percentage of soft drinks sales volume in Brazil in 2015 and 2016
- Number of self-service restaurants in the Netherlands from 2011 to 2016
- Number of employees per self-service restaurants in Italy in 2015, by month
- Number of self-bag drop systems installed worldwide in 2016 and 2020 (in units)
- Leading companies in the vending industry based on turnover in Spain in 2017 (in 1,000 euros)
- Number of employees in the cafeteria and other self-service sector in France between 2010 and 2015 (in 1,000s)
- Have you ever stopped doing business with a brand because of a poor customer service experience?
- Annual production value of the administrative and support service activities industry in Malta from 2008 to 2016 (in million euros)
- Annual production value of the administrative and support service activities industry in Germany from 2008 to 2016 (in million euros)
Statista Accounts:
Access All Statistics. Starting from $588 / Year
Related topics
About Statista
Statista offers dossiers and reports on over 170 industries. With Statista you are always able to make informed decisions and boost your work efficiency.
Internet & Telecommunications
- Social Media
- E-Commerce
- Online Video & Entertainment
- Advertising & Marketing
Consumer Goods & FMCG
- Alcoholic Beverages
- Cleaning Products
- Cosmetics & Personal Care
- Food & Nutrition
Retail & Trade
- Health & Hygiene
- International Trade
- Shopping Behavior
- Sports & Leisure
Travel, Tourism & Hospitality
- Business Travel
- Leisure Travel
- Accomodation
- Restaurants
Society
- Demographics
- Economy
- Education & Science
- Politics & Government
Transportation & Logistics
- Aviation
- Rail Transport
- Vehicles & Road Traffic
- Water Transport
Please log in to access our additional functions
Register in seconds and access exclusive features.
Basic Account
|
Instant Access
Premium Account
| ||
|---|---|---|---|
Our services
Click the question mark for further information | Free |
$49 per month* | |
| Basic statistics | |||
| Premium statistics | |||
|
Graph download
| |||
| Download PDF | |||
|
Excel download
| |||
| Register | Purchase now | ||
*Duration: 12 months, billed annually, single license
Exclusive Corporate feature
This feature is limited to our corporate solutions.
Please contact us to get started with full access to dossiers, forecasts, studies and international data.
Corporate Account
We use cookies to personalize contents and ads, offer social media features, and analyze access to our website. In your browser settings you can configure or disable this, respectively, and can delete any already placed cookies. For details, please see your browser’s Help section (by pressing F1). Please see our privacy statement for details about how we use data.