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Important aspects of a good customer service experience U.S.& worldwide 2018
Important aspects of a good customer service experience U.S.& worldwide 2018
What is the most important aspect of a good customer service experience?
by E. Mazareanu,
last edited
Jun 3, 2019
This statistic shows the share of customers in the U.S. and worldwide by important aspects of a good customer service experience in 2018. During the survey, 39 percent of respondents from the United States stated that a good customer service experience would be one with a knowledgeable representative.
What is the most important aspect of a good customer service experience?
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| United States | Global average | |
|---|---|---|
| Getting my issue resolved in a single interaction (no matter the length of time) | 36% | 33% |
| A knowledgeable customer service representative | 39% | 31% |
| Not having to repeat myself if I’m transferred to a new agent | 14% | 21% |
| Being able to find the information I need without having to contact a support representative | 9% | 12% |
| Other | 1% | 2% |
| United States | Global average | |
|---|---|---|
| Getting my issue resolved in a single interaction (no matter the length of time) | 36% | 33% |
| A knowledgeable customer service representative | 39% | 31% |
| Not having to repeat myself if I’m transferred to a new agent | 14% | 21% |
| Being able to find the information I need without having to contact a support representative | 9% | 12% |
| Other | 1% | 2% |
© Statista 2019
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by E. Mazareanu,
last edited
Jun 3, 2019
This statistic shows the share of customers in the U.S. and worldwide by important aspects of a good customer service experience in 2018. During the survey, 39 percent of respondents from the United States stated that a good customer service experience would be one with a knowledgeable representative.
- Source
- Microsoft
- Show further sources information
- 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.
Free access to basic statistics
Source
- Source
- Microsoft
- Show further sources information
- 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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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
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Statistics
- Important aspects of a good customer service experience by age worldwide 2018
- Customers by if they favor brands that accept feedback U.S. & worldwide 2017
- Customers by if they favor brands with a customer service portal U.S.& worldwide 2017
- Customers by share lost due to poor service experience U.S.& worldwide 2018
- Share of customers by search engine usage to answer questions U.S.& worldwide 2017
- Share of customers by poor customer service experiences by age worldwide 2018
- Customer service: opinion about effort put into resolving issues U.S.& worldwide 2017
- 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
- Customers by share lost due to poor service in the last year U.S.& worldwide 2018
- U.S. consumers' communication of customer service experiences 2012
- U.S. customer service issues that provoke a switch to another company 2012
- U.S. consumers' communication channels for difficult service inquiries 2012
- Customers' opinion: using social media to ask a customer service question 2017
- U.S. consumers' opinions on customer service by small businesses 2012
- Brazil: net revenue of Nova Rio 2013-2017
- Customers by if they believe brands act on feedback provided U.S.& worldwide 2018
- Slovakia: production value of administrative and support services industry 2008-2016
- Italy: production value of administrative and support services industry 2008-2016
- Spain: 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."
- 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?
- Important aspects of a good customer service experience to customers worldwide in 2018, by age
- Do you have a more favorable view of brands that ask for and accept customer feedback?
- Do you have a more favorable view of brands that offer a mobile-responsive customer service support portal?
- Have you ever stopped doing business with a brand because of a poor customer service experience?
- Have you ever used a search engine to try and find a response to a customer service question?
- Share of customers worldwide by poor customer service experiences in 2018, by age
- How much effort do you feel it typically takes you to resolve a customer service issue?
- If you have used a self-service support portal for customer service, did you find the response you were looking for?
- Have you ever used a self-service support portal for customer service?
- Did you stop doing business with a brand due to a poor customer service experience in the last 12 months?
- How often do you tell other people about your good / poor customer service experiences?
- Which of the following customer service issues would be most likely to influence you to switch brands or companies?
- For a difficult customer service inquiry*, what is your preferred channel for reaching out to companies?
- Have you ever used social media to ask a customer service question?
- Do you agree that each of the following statements accuractely describes customer service in small businesses?
- Net revenue of Nova Rio in Brazil from 2013 to 2017 (in million Brazilian reals)
- Do you believe most brands take action on feedback provided by their customers?
- Annual production value of the administrative and support service activities industry in Slovakia from 2008 to 2016 (in million euros)
- Annual production value of the administrative and support service activities industry in Italy from 2008 to 2016 (in million euros)
- Total number of employees in the professional, scientific and technical activities industry in Spain from 2008 to 2015
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