Topic: Customer service in the U.S.

Customer service - statistics & facts

Customer service involves the provision of communication services to customers before, during or after the exchange of goods and services. In a 2017 survey, there was a more than 60 percent share of customers who had contacted customer service for various reasons within the past month in the United States. Customer services include customer support in assisting customers in making cost effective and correct use of a product. It may also include assistance in planning, installation, training, trouble shooting, maintenance, upgrading, as well as in the disposal of a product.

Share of Americans contacting customer service
58%

Use of voice in customer service in U.S.
43%

Customer churn rate in online retail
22%

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Current statistics on this topic

Callcenter

Companies with the worst rated customer service in the U.S. 2020

Business Services

Customer churn rate by industry U.S. 2020

Business Services

Preferred contact channels for customers to resolve issues U.S. 2022

Market overview

Size of global outsourced customer experience market 2015-2020*
Size of global outsourced customer experience market 2015-2020*
Global revenue of outsourced customer experience market from 2015 to 2020* (in billion U.S. dollars)
Global outsourced customer experience market: breakdown by region 2017
Global outsourced customer experience market: breakdown by region 2017
Breakdown of the global outsourced customer experience market in 2017, by region
Customers who have contacted customer service in the past month U.S. 2015-2020
Customers who have contacted customer service in the past month U.S. 2015-2020
Share of customers in the United States who have contacted customer service for any reason in the past month from 2015 to 2020
Customers who contacted customer service via voice channels U.S. 2015-2020
Customers who contacted customer service via voice channels U.S. 2015-2020
Use of voice in customer service in the United States from 2015 to 2020
Customer churn rate by industry U.S. 2020
Customer churn rate by industry U.S. 2020
Customer churn rate in the United States in 2020, by industry
Customers' opinion about customer service quality U.S.& worldwide 2018
Customers' opinion about customer service quality U.S.& worldwide 2018
Do you feel the quality of customer service is getting better or worse?

Communication channels

Communication channels preferred to contact customer service worldwide 2018
Communication channels preferred to contact customer service worldwide 2018
Which of the following customer service channels do you prefer?
Communication channels preferred to contact customer service by country 2018
Communication channels preferred to contact customer service by country 2018
Communication channels preferred to contact customer service in 2018, by country
Easiest-to-use customer service channels in U.S. 2022
Easiest-to-use customer service channels in U.S. 2022
Communication channels easy to use in customer service in the United States in 2022
Channels which provide the fastest resolution from customer service U.S. 2015-2017
Channels which provide the fastest resolution from customer service U.S. 2015-2017
Which of the following channels provides the fastest resolution from customer service?

Customer satisfaction

Customers who stopped doing business due to poor customer service U.S. 2016-2020
Customers who stopped doing business due to poor customer service U.S. 2016-2020
Share of customers in the United States who stopped doing business with a company due to poor customer service from 2016 to 2020
Important aspects of a good customer service experience U.S.& worldwide 2018
Important aspects of a good customer service experience U.S.& worldwide 2018
What is the most important aspect of a good customer service experience?
Share of customers by poor customer service experiences U.S.& worldwide 2018
Share of customers by poor customer service experiences U.S.& worldwide 2018
What is the most frustrating aspect of a poor customer service experience?
Customer service: change in customers' expectations in the last year 2018
Customer service: change in customers' expectations in the last year 2018
Do you have higher expectations for customer service today than you had one year ago?
Importance of customer service to customers' choice of or loyalty to a brand 2018
Importance of customer service to customers' choice of or loyalty to a brand 2018
How important is customer service to you in your choice of, or loyalty to, a brand?

Self-service

Issue resolution prior to contacting customer service in the U.S. by sector 2020
Issue resolution prior to contacting customer service in the U.S. by sector 2020
Share of customers trying to resolve their issue before contacting customer service in the United States in 2020, by sector
Customers: opinion on self-service portal usage by brands U.S.& worldwide 2018
Customers: opinion on self-service portal usage by brands U.S.& worldwide 2018
Do you expect a brand or organization to have an online self-service support portal?
Ways in which customers initiate customer service interaction U.S. & worldwide 2018
Ways in which customers initiate customer service interaction U.S. & worldwide 2018
When engaging with customer service, do you try to use self service first, or do you immediately engage with an agent?
Self-service issues experienced by customers U.S.& worldwide 2018
Self-service issues experienced by customers U.S.& worldwide 2018
If while using self-service you did not find the response you were looking for, what was the key issue?

Digital trends

Preferred contact channels for customers to resolve issues U.S. 2022
Preferred contact channels for customers to resolve issues U.S. 2022
Communication channels customers prefer to use to resolve customer service issues in the United States in 2022
U.S. adults' challenges of using chatbots 2018
U.S. adults' challenges of using chatbots 2018
Challenges of using chatbots according to adult internet users in the United States in 2018
Customers by if they favor brands that proactively contact them U.S.& worldwide 2018
Customers by if they favor brands that proactively contact them U.S.& worldwide 2018
Do you have a more favorable view of brands that offer or contact you with proactive customer service notifications?
Customers by if they favor brands that respond to complaints U.S.& worldwide 2018
Customers by if they favor brands that respond to complaints U.S.& worldwide 2018
Do you have a more favorable view of brands that respond to customer service questions or complaints on social media?
Expected response time for social media questions or complaints in U.S. & global 2018
Expected response time for social media questions or complaints in U.S. & global 2018
What is your expected response time for social media questions or complaints?

Share of Americans contacting customer service
58%

Use of voice in customer service in U.S.
43%

Customer churn rate in online retail
22%

Key figures

The most important key figures provide you with a compact summary of the topic of "Customer service in the U.S." and take you straight to the corresponding statistics.

- Share of U.S. customers who prefer to contact customer service by phone
- **%
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Detailed statistics
Communication channels preferred to contact customer service by country 2018
- Easiest-to-use customer service channels
- Chat with agent
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Detailed statistics
Easiest-to-use customer service channels in U.S. 2022
- Fastest channel for customer service resolution
- phone
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Detailed statistics
Channels which provide the fastest resolution from customer service U.S. 2015-2017

- Share of customers who stopped doing business due to poor customer service
- 40%
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Detailed statistics
Customers who stopped doing business due to poor customer service U.S. 2016-2020
- Worst rated company for customer service in U.S.
- DISH Network
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Detailed statistics
Companies with the worst rated customer service in the U.S. 2020
- Most common customer service frustration
- Lack of effectiveness
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Detailed statistics
Primary causes of customer service frustration in U.S. 2017

- Share of U.S. customers using search engines for customer service
- **%
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Detailed statistics
Share of customers by search engine usage to answer questions U.S.& worldwide 2017
- Share of U.S. customers using self-service support portals for customer service
- **%
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Detailed statistics
Share of customers by if they have used a self-service portal U.S.& worldwide 2017
- Share of U.S. customers finding help on self-service portals for customer service
- **%
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Detailed statistics
Share of customers by if self-service helped with their issue U.S.& worldwide 2017

- Main benefit U.S. customers expect to enjoy if chatbots were available
- **-hour service
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Detailed statistics
Chatbots: usage benefits customers expect to enjoy by generation U.S. 2017
- Share of U.S. customers using social media for customer service
- **%
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Detailed statistics
Customers' opinion: using social media to ask a customer service question 2017
- Expected response time for social media questions
- 24 hours or less
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Detailed statistics
Expected response time for social media questions or complaints in U.S. & global 2018

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Customer service - statistics & facts

Key insights