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Customers who stopped doing business due to poor customer service U.S. 2016-2017

Share of customers in the United States who stopped doing business with a company due to poor customer service in 2016 and 2017

Customers who stopped doing business due to poor customer service U.S. 2016-2017

This statistic shows the share of customers in the United States who stopped doing business with a company due to poor customer service in 2016 and 2017. In 2017, 54 percent of customers stated that they stopped doing business with a company due to poor customer service.

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This statistic shows the share of customers in the United States who stopped doing business with a company due to poor customer service in 2016 and 2017. In 2017, 54 percent of customers stated that they stopped doing business with a company due to poor customer service.

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Release date: February 2018

Region: United States
Survey time period: 2016 and 2017
Number of respondents: 1,000 respondents
Age group: 18-65 years
Method of interview: Online survey

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Customer churn rate by industry U.S. 2017

Customer churn rate by industry U.S. 2017

Customer churn rate by industry U.S. 2017

Expected response time for social media questions or complaints in U.S. & global 2017

Expected response time for social media questions or complaints in U.S. & global 2017

Expected response time for social media questions or complaints in U.S. & global 2017

Size of global outsourced customer experience market 2015-2020

Size of global outsourced customer experience market 2015-2020

Size of global outsourced customer experience market 2015-2020

Communication channels used to contact customer service by country 2017

Communication channels used to contact customer service by country 2017

Communication channels used to contact customer service by country 2017

Global outsourced customer experience market: breakdown by region 2017

Global outsourced customer experience market: breakdown by region 2017

Global outsourced customer experience market: breakdown by region 2017

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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 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 2017*Customers who contacted customer service via voice channels U.S. 2015-2017
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
In general, how easy do companies usually make it for you to contact them about a customer service issue or inquiry through the following channels?Easiest-to-use customer service channels in U.S. 2017
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 in 2016 and 2017Customers who stopped doing business due to poor customer service U.S. 2016-2017
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

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