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Customer service in the U.S.

Statistics report on customer service in the United States

The report 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.

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Table of contents

Market overview

6
  • Premium Statistic Size of global outsourced customer experience market 2015-2020*
  • Premium Statistic Global outsourced customer experience market: breakdown by region 2017
  • Basic Statistic Customers who have contacted customer service in the past month U.S. 2015-2020
  • Basic Statistic Customers who contacted customer service via voice channels U.S. 2015-2020
  • Basic Statistic Customer churn rate by industry U.S. 2020
  • Premium Statistic Customers' opinion about customer service quality U.S.& worldwide 2018

Communication channels

4
  • Premium Statistic Communication channels preferred to contact customer service worldwide 2018
  • Premium Statistic Communication channels preferred to contact customer service by country 2018
  • Premium Statistic Easiest-to-use customer service channels in U.S. 2022
  • Basic Statistic Channels which provide the fastest resolution from customer service U.S. 2015-2017

Customer satisfaction

5
  • Basic Statistic Customers who stopped doing business due to poor customer service U.S. 2016-2020
  • Basic Statistic Important aspects of a good customer service experience U.S.& worldwide 2018
  • Basic Statistic Share of customers by poor customer service experiences U.S.& worldwide 2018
  • Premium Statistic Customer service: change in customers' expectations in the last year 2018
  • Premium Statistic Importance of customer service to customers' choice of or loyalty to a brand 2018

Self-service

4
  • Premium Statistic Issue resolution prior to contacting customer service in the U.S. by sector 2020
  • Basic Statistic Customers: opinion on self-service portal usage by brands U.S.& worldwide 2018
  • Basic Statistic Ways in which customers initiate customer service interaction U.S. & worldwide 2018
  • Basic Statistic Self-service issues experienced by customers U.S.& worldwide 2018

Digital trends

5
  • Basic Statistic Preferred contact channels for customers to resolve issues U.S. 2022
  • Premium Statistic U.S. adults' challenges of using chatbots 2018
  • Basic Statistic Customers by if they favor brands that proactively contact them U.S.& worldwide 2018
  • Basic Statistic Customers by if they favor brands that respond to complaints U.S.& worldwide 2018
  • Basic Statistic Expected response time for social media questions or complaints in U.S. & global 2018
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