Customer service opinion survey
To gain a deeper understanding of the current landscape and uncover opportunities for improvement, we conducted a comprehensive customer service opinion survey. Overall, consumers are somewhat negative about how customer service experiences are changing. Download the survey results to learn more.
Here’s what we uncovered:
- Overall, consumers are somewhat negative about how customer service experiences are changing
- Bank and insurance customer service rated highest among 5 company types
- Mobile provider customer service ratings are the lowest
- Chatbots are the most frustrating and time-consuming method of getting resolution
- Almost 2/3 of customers are open to using visual IVR on next customer service call
54%
did not think a wait over 5 mins to speak with an agent was acceptable
34%
have used digital self-service pages or apps many times
62%
are willing to try visual IVF on their next call instead of speaking with an agent