Sample screened to not be non-users, of Customer Engagement Experience (CEM) in past year
Method of interview
Online survey
Supplementary notes
* The original statement was phrased by the source as follows: "I feel really good about both the company and myself when I am able to answer a question or solve a problem related to that company without having to talk with a customer service agent."
Citation formats
U.S. consumer desire for company answers without service agent contact 2015/2016
This statistic indicates the share of U.S. consumers, by generation, who are happy, both with themselves and a company, when they can solve a question or problem relating to that company without having to talk with a customer service agent, in 2015 and 2016. In 2016, ** percent of Millennial respondents indicated they enjoyed being able to answer company-related questions or problems without having to talk with a customer service agent.
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Aspect. (October 26, 2016). Share of consumers happy to resolve company questions/problems without customer service agent contact, in the United States in 2015 and 2016* [Graph]. In ÌÇÐÄÆƽâ°æ. Retrieved July 26, 2026, from /statistics/657075/united-states-consumer-willingness-to-avoid-customer-service-agent/
Aspect. "Share of consumers happy to resolve company questions/problems without customer service agent contact, in the United States in 2015 and 2016*." Chart. October 26, 2016. ÌÇÐÄÆƽâ°æ. Accessed July 26, 2026. /statistics/657075/united-states-consumer-willingness-to-avoid-customer-service-agent/
Aspect. (2016). Share of consumers happy to resolve company questions/problems without customer service agent contact, in the United States in 2015 and 2016*. ÌÇÐÄÆƽâ°æ. ÌÇÐÄÆƽâ°æ Inc.. Accessed: July 26, 2026. /statistics/657075/united-states-consumer-willingness-to-avoid-customer-service-agent/
Aspect. "Share of Consumers Happy to Resolve Company Questions/Problems without Customer Service Agent Contact, in The United States in 2015 and 2016*." ÌÇÐÄÆƽâ°æ, ÌÇÐÄÆƽâ°æ Inc., 26 Oct 2016, /statistics/657075/united-states-consumer-willingness-to-avoid-customer-service-agent/
Aspect, Share of consumers happy to resolve company questions/problems without customer service agent contact, in the United States in 2015 and 2016* ÌÇÐÄÆƽâ°æ, /statistics/657075/united-states-consumer-willingness-to-avoid-customer-service-agent/ (last visited July 26, 2026)
Share of consumers happy to resolve company questions/problems without customer service agent contact, in the United States in 2015 and 2016* [Graph], Aspect, October 26, 2016. [Online]. Available: /statistics/657075/united-states-consumer-willingness-to-avoid-customer-service-agent/
