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

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