- Services›
- Business Services›
Customers: opinion on self-service portal usage by brands U.S.& worldwide 2018
Customers: opinion on self-service portal usage by brands U.S.& worldwide 2018
Do you expect a brand or organization to have an online self-service support portal?
by E. Mazareanu,
last edited
Mar 27, 2019
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 in 2018. During the survey, 88 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 | 88% | 88% |
| No | 12% | 12% |
| United States | Global average | |
|---|---|---|
| Yes | 88% | 88% |
| No | 12% | 12% |
© 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
by E. Mazareanu,
last edited
Mar 27, 2019
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 in 2018. During the survey, 88 percent of respondents from the United States stated that they expect brands or organizations to have a self-service support portal.
- Show sources information
- Show publisher information
- Release date
- March 2019
- Region
- Worldwide, United States
- Survey time period
- 2018
- 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
- Show publisher information
- Release date
- March 2019
More information
- Region
- Worldwide, United States
- Survey time period
- 2018
- 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.
Other statistics on the topic
Customer service in the U.S.
Business Services
Customer churn rate by industry U.S. 2018
Business Services
Expected response time for social media questions or complaints in U.S. & global 2018
+Business Services
Communication channels preferred to contact customer service by country 2018
+Business Services
Size of global outsourced customer experience market 2015-2020
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.
- 58 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.
I think of Statista as Google for researchers. Statista provides you with the information you search for right away.Dr. Horst Stipp
EVP, Research & Innovation, Advertising Research Foundation
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 2018*Customers who have contacted customer service in the past month U.S. 2015-2018
- 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 2018, by industryCustomer churn rate by industry U.S. 2018
- Do you feel the quality of customer service is getting better or worse?Customers' opinion about customer service quality U.S.& worldwide 2018
- Communication channels
The most important statistics
- Which of the following customer service channels do you prefer?Communication channels preferred to contact customer service worldwide 2018
- Communication channels preferred to contact customer service in 2018, by countryCommunication channels preferred to contact customer service by country 2018
- 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
- 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
- What is the most important aspect of a good customer service experience?Important aspects of a good customer service experience U.S.& worldwide 2018
- What is the most frustrating aspect of a poor customer service experience?Share of customers by poor customer service experiences U.S.& worldwide 2018
- Do you have higher expectations for customer service today than you had one year ago?Customer service: change in customers' expectations in the last year 2018
- How important is customer service to you in your choice of, or loyalty to, a brand?Importance of customer service to customers' choice of or loyalty to a brand 2018
- Self-service
The most important statistics
- Share of customers trying to resolve their issue before contacting customer service in the United States in 2019, by sectorIssue resolution prior to contacting customer service in the U.S. by sector 2019
- 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 2018
- When engaging with customer service, do you try to use self service first, or do you immediately engage with an agent?Ways in which customers initiate customer service interaction U.S. & worldwide 2018
- 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 2018
- Digital trends
The most important statistics
- Communication channels customers prefer to use to resolve customer service issues in the United States in 2017Preferred contact channels for customers to resolve issues U.S. 2018
- Challenges of using chatbots according to adult internet users in the United States in 2018U.S. adults' challenges of using chatbots 2018
- Do you have a more favorable view of brands that offer or contact you with proactive customer service notifications?Customers by if they favor brands that proactively contact them U.S.& worldwide 2018
- Do you have a more favorable view of brands that respond to customer service questions or complaints on social media?Customers by if they favor brands that respond to complaints U.S.& worldwide 2018
- 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 2018
Discover Statista
Need help with using Statista for your research?
Tutorials and first steps
Further Content: Statistics, Studies, and Topic Pages
Statistics
- Share of customers by if self-service helped with their issue U.S.& worldwide 2017
- Share of customers by if they have used a self-service portal U.S.& worldwide 2017
- Chile: number of vending machine operators 2005-2015
- Client actions performed in bank branch, by type of service in the UK, 2014
- Leading vending machine operators based on turnover in Spain in 2017
- Brazil: self-service & cash-and-carry as share of hot drinks sales 2015-2016
- Self-bag drop systems - benefits by type 2016
- Market share of main companies in vending industry in Spain 2010-2017
- Brazil: self-service & cash-and-carry as share of soft drinks sales 2015-2016
- Passenger airlines - self-bag drop systems 2016-2020
- Vending industry turnover in Spain 2010-2017
- Number of employees in cafeteria and other self-service sector in France 2010-2015
- Number of vending machines in Spain 2010-2017
- Canadian retail price of gasoline in self service stations by key city 2012-2018
- Number of vending machine operators in Canada by region 2018
- Reasons contact center companies offer self-/assisted-service channels worldwide 2016
- Italy: number of employees per self-service restaurants by month 2015
- Fresh non-dairy self-service products: price inflation France 2013-2016 by brand type
- Lithuania: production value of administrative and support services industry 2008-2016
- Cyprus: employees in the professional & technical activities industry 2008-2015
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 2018
- Live Chat Benchmark Report 2019
- Global Customer Service Barometer 2012
- State of Customer Service Experience 2017
- Live Chat Benchmark Report 2018
- State of Chatbots Report 2018
- Global State of Customer Service Report 2017
- Knowlagent contact center productivity survey 2011
- 2018 Aspect Consumer Experience Index
- Tata Consultancy Services Limited Annual Report 2018-2019
- Synnex Annual Report 2018
- Teleperformance Annual Report 2018
Statistics on "Customer service in the U.S."
- Size of global outsourced customer experience market 2015-2020
- Global outsourced customer experience market: breakdown by region 2017
- Customers who have contacted customer service in the past month U.S. 2015-2018
- Customers who contacted customer service via voice channels U.S. 2015-2018
- Customer churn rate by industry U.S. 2018
- Customers' opinion about customer service quality U.S.& worldwide 2018
- Communication channels preferred to contact customer service worldwide 2018
- Communication channels preferred to contact customer service by country 2018
- Easiest-to-use customer service channels in U.S. 2018
- Channels which provide the fastest resolution from customer service U.S. 2015-2017
- Customers who stopped doing business due to poor customer service U.S. 2016-2018
- Important aspects of a good customer service experience U.S.& worldwide 2018
- Share of customers by poor customer service experiences U.S.& worldwide 2018
- Customer service: change in customers' expectations in the last year 2018
- Importance of customer service to customers' choice of or loyalty to a brand 2018
- Issue resolution prior to contacting customer service in the U.S. by sector 2019
- Customers: opinion on self-service portal usage by brands U.S.& worldwide 2018
- Ways in which customers initiate customer service interaction U.S. & worldwide 2018
- Self-service issues experienced by customers U.S.& worldwide 2018
- Preferred contact channels for customers to resolve issues U.S. 2018
- U.S. adults' challenges of using chatbots 2018
- Customers by if they favor brands that proactively contact them U.S.& worldwide 2018
- Customers by if they favor brands that respond to complaints U.S.& worldwide 2018
- Expected response time for social media questions or complaints in U.S. & global 2018
- Share of customers by if self-service helped with their issue U.S.& worldwide 2017
- Share of customers by if they have used a self-service portal U.S.& worldwide 2017
- Chile: number of vending machine operators 2005-2015
- Client actions performed in bank branch, by type of service in the UK, 2014
- Leading vending machine operators based on turnover in Spain in 2017
- Brazil: self-service & cash-and-carry as share of hot drinks sales 2015-2016
- Self-bag drop systems - benefits by type 2016
- Market share of main companies in vending industry in Spain 2010-2017
- Brazil: self-service & cash-and-carry as share of soft drinks sales 2015-2016
- Passenger airlines - self-bag drop systems 2016-2020
- Vending industry turnover in Spain 2010-2017
- Number of employees in cafeteria and other self-service sector in France 2010-2015
- Number of vending machines in Spain 2010-2017
- Canadian retail price of gasoline in self service stations by key city 2012-2018
- Number of vending machine operators in Canada by region 2018
- Reasons contact center companies offer self-/assisted-service channels worldwide 2016
- Italy: number of employees per self-service restaurants by month 2015
- Fresh non-dairy self-service products: price inflation France 2013-2016 by brand type
- Lithuania: production value of administrative and support services industry 2008-2016
- Cyprus: employees in the professional & technical activities industry 2008-2015
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
Yes, let me download!
...and make my research life easier.
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.