Press Releases<< Back
Five9 Customer Service Index 2018 Reveals a Rise in Customer Expectations and Willingness to Share Data
80% of consumers say they are comfortable with a company using their past purchase history if it results in a higher level of customer service
The 2018 findings revealed that consumers have become increasingly savvy about service and support, their perceptions of a company, and their willingness to share data about themselves if it leads to a better experience. For businesses, the research validates the correlation between customer satisfaction and a positive customer experience, resulting in customer loyalty and higher customer retention.
Digital transformation has changed how, where and when consumers engage
with businesses and what information they are willing to share to ensure
a high level of customer service. According to the survey of more than
1,000 consumers in
Despite their increased willingness to share data, their expectations are high: only 24 percent of respondents are likely to continue doing business with a company if it requires a lot of effort to resolve a problem. Respondents also expect their issues to be resolved quickly: more than three-quarters believe that should happen in 15 minutes or less and 84 percent expect resolution to take no more than 30 minutes.
“Today a single tweet about poor customer service can go viral and have
a long-term negative impact on a company’s reputation and image,” said
The survey revealed strong behaviors and expectations along the entire customer journey:
- 90 percent of respondents said price and great customer service were the leading motivators to do business with a company.
Throughout the Journey
- 95 percent said a positive customer service experience is very or somewhat likely to make them continue to do business with a company;
- 44 percent said they are willing to interact with automated chatbots when they are assured that they can speak with a live agent;
- Phone was the preferred method of customer communication (49 percent), with email (28 percent) and chat (16 percent);
- 69 percent were somewhat or very unlikely to continue to do business with a company if it requires a lot of effort to resolve an issue with a company;
- 48 percent said it’s unlikely they will want to do business with a company again if every time they contact a company they have to identify themselves or explain their issue (up from 41 percent in 2017).
About the Five9 Customer Service Index
The Five9 Customer Service Index is an annual report that focuses on the views of business decision makers and consumers on the state of customer service, support and engagement. This report provides competitive insight into how business executives view and value customer engagement.
The Five9 Customer Service Index 2018 is the second-annual report from
Upcoming Webinar on
Join our upcoming webinar with leading industry analyst
For more information visit www.five9.com.