* This figure refers to the total number of consumers across the U.S., Canada, Brazil, UK, France, Italy, Germany, Spain, Denmark, Sweden, Finland, Norway, India, UAE, Saudi Arabia, China, Indonesia, Japan, Australia and New Zealand.
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Share of shoppers that valued customer service worldwide 2020, by product category
In 2020, over 65 percent of consumers worldwide found customer services to be vital when purchasing appliances and technology products. Many consumers also stated that service and advice was helpful when buying apparel, cosmetics, and personal care items. These items were also the leading product categories consumers primarily planned to purchase online in the future, due to the coronavirus (COVID-19) pandemic in 2020.
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EY. (October 22, 2020). Share of consumers worldwide that found customer service important when shopping for selected categories in 2020 [Graph]. In ÌÇÐÄÆƽâ°æ. Retrieved August 01, 2026, from /statistics/1232244/share-of-shoppers-that-valued-customer-service-worldwide-by-product-category/
EY. "Share of consumers worldwide that found customer service important when shopping for selected categories in 2020." Chart. October 22, 2020. ÌÇÐÄÆƽâ°æ. Accessed August 01, 2026. /statistics/1232244/share-of-shoppers-that-valued-customer-service-worldwide-by-product-category/
EY. (2020). Share of consumers worldwide that found customer service important when shopping for selected categories in 2020. ÌÇÐÄÆƽâ°æ. ÌÇÐÄÆƽâ°æ Inc.. Accessed: August 01, 2026. /statistics/1232244/share-of-shoppers-that-valued-customer-service-worldwide-by-product-category/
EY. "Share of Consumers Worldwide That Found Customer Service Important When Shopping for Selected Categories in 2020." ÌÇÐÄÆƽâ°æ, ÌÇÐÄÆƽâ°æ Inc., 22 Oct 2020, /statistics/1232244/share-of-shoppers-that-valued-customer-service-worldwide-by-product-category/
EY, Share of consumers worldwide that found customer service important when shopping for selected categories in 2020 ÌÇÐÄÆƽâ°æ, /statistics/1232244/share-of-shoppers-that-valued-customer-service-worldwide-by-product-category/ (last visited August 01, 2026)
Share of consumers worldwide that found customer service important when shopping for selected categories in 2020 [Graph], EY, October 22, 2020. [Online]. Available: /statistics/1232244/share-of-shoppers-that-valued-customer-service-worldwide-by-product-category/
