Customer service in the U.S.

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Statista dossier on customer service in the United States

The dossier presents a range of statistics and facts on customer service in the United States. It gives an overview of the customer service market in the U.S. and includes key figures like communication channels, customer satisfaction, self-service options and the impact of digital trends on the market.

Table of contents

  • 1. Market overview
    • 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

  • 2. Communication channels
    • 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

  • 3. Customer satisfaction
    • 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

  • 4. Self-service
    • 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

  • 5. Digital trends
    • 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

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