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 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

    • U.S. customers who found their customer service experience good by channel 2016-2017

  • 3. Customer satisfaction
    • Customers who stopped doing business due to poor customer service U.S. 2016-2018

    • Companies with the worst rated customer service in the U.S. 2017

    • Primary causes of customer service frustration in U.S. 2017

    • Customers' waiting time before contacting companies using another channel U.S. 2017

  • 4. Self-service
    • Share of customers by search engine usage to answer questions U.S.& worldwide 2017

    • Share of customers by if they have used a self-service portal U.S.& worldwide 2017

    • Customers: opinion on self-service portal usage by brands U.S.& worldwide 2018

    • Share of customers by if self-service helped with their issue U.S.& worldwide 2017

    • Self-service issues experienced by customers U.S.& worldwide 2018

  • 5. Digital trends
    • Chatbots: usage benefits customers expect to enjoy by generation U.S. 2017

    • Effectiveness of customer service chatbots at resolving customers' issues 2017

    • Potential blockers to using chatbots in U.S. 2017

    • Customers' opinion: using social media to ask a customer service question 2017

    • Expected response time for social media questions or complaints in U.S. & global 2018

    • Customer service effectiveness on social media in U.S. and worldwide 2017

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