Customer Experience 
Customers now have countless options, and businesses can no longer rely on products or prices alone to attract them and gain loyalty. Exceptional customer service is the new differentiator and key to survival and success in a competitive market. A company’s customer service is critical in enhancing customer experiences and driving loyalty, which can significantly impact business outcomes.
This shift in the consumer world is evident in the numbers:
- Sky-high expectations: A staggering 93% of customer service teams agree that customer expectations are higher than ever before (HubSpot).
- Negative experiences are common: 80% of people regularly encounter negative customer service experiences (Qualtrics).
- Demand for support is surging: 71% of customer support leaders have seen an increase in contact volume since 2020 (FreshWorks).
Even before the pandemic, the customer service industry has faced significant challenges, affecting customer interactions and employee experiences.
These customer service statistics paint a clear picture: businesses need to step up their game. But how? It’s not just about being polite anymore. Customers demand personalized, seamless experiences no matter the channel they choose to connect with you.
We’ll take a closer look at the key trends shaping the future of customer service and talk about some future customer service strategies businesses can implement to meet changing customer expectations.
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Here are 100+ insightful customer service stats to help your company deliver a remarkable customer journey.
- State of the customer service experience
- Building brand loyalty
- Reaping the rewards of good customer service
- Poor customer service loses out
- Millennials and Gen Z drive demand
- Handling customer feedback
- Social media and customer service
- The rise of artificial intelligence and automation
- Ask the customer experience experts
- Top customer service trends
- 2026 predictions
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The State of Customer Experience
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The State of Customer Service
Understanding and meeting customer service expectations is crucial for delivering exceptional service.
- 74% of U.S. consumers said they had a bad customer service experience with a product or service in 2022 — an 8% increase over 2021. (WSJ)
- Customer satisfaction hit during the pandemic, with the national American Customer Satisfaction Index reporting 73.4 in Q4 2022. (ACSI) Utilizing customer satisfaction scores as a key metric can help organizations identify areas for improvement and optimize their customer experience.
- Since the pandemic, consumers have become targets of fraud, furthering distrust of offers and messaging from unfamiliar sources. Consumers lost over $10 billion to fraud in 2023. (FTC)
- 68% of people feel brands should have personalized experiences in every interaction; the same expectation applies to customer support. (Acxiom’s “The Great Customer Experience Reset”)
- Organizations have invested in customer success, with 91% of customer service reps reporting their team had grown between 2020 and 2021. (Totango)
- The pandemic has led customer service team leaders to move to cloud technology to better meet customers’ needs. 75% also said they plan to move to a cloud contact center by 2024. (Deloitte)
- Consumers today are more focused on “we” than “me,” with 63% saying they are more attracted to brands focusing on improving the world. (Edelman)
- 45% of companies actively provide customer training, and most agree it improves client relations. (Docebo)
- Average weekly customer service issues have been up 20% since the start of the pandemic. (Zendesk)
- Customer expectations are higher than ever, a sentiment 93% of customer service teams agree with. (HubSpot)
- Eight in 10 people regularly have negative experiences with customer service. Customers want improved prices and fees, product capabilities, and ease of use. (Qualtrics)
- 71% of customer support leaders experienced an increase in overall contact volume since February 2020 and expected that trend to continue. (FreshWorks)
Brand Building & Building Brand Loyalty
- Seven out of 10 customers have stopped doing business with a brand due to a poor customer service experience. (Verint)
- Eight out of ten consumers expect brands to do more than provide good customer service, such as giving money to good causes and addressing societal challenges. (Edelman)
- 76% of people “always” or “regularly” read online reviews for local businesses. (BrightLocal)
- More than half of consumers (60%) have posted a new customer review when prompted by the brand in the last 12 months. (BrightLocal)
- Consumers are 5.1 times more likely to recommend a brand after an excellent customer service experience. They’re also 3.5 times more likely to purchase from a business after positive customer experiences, fostering customer loyalty. (Qualtrics)
- 96% of customers said a positive customer experience over a particular messaging channel significantly improved their brand loyalty. (Conversocial)
- The most important review factors for consumers are 1. Star rating, 2. Legitimacy, 3. Recency, 4. Sentiment, and 5. Quantity. (BrightLocal)
- Featuring customer reviews on a landing page can increase conversion rates by up to 270% (Spiegel Research Center’s “How Online Reviews Influence Sales”)
- 83% of customers would use a community forum as a self-service support knowledge base. (Vanilla Forums)
- Customer-centricity is a growing trend among companies known for excellent customer service, with 77% of front-line reps saying their company views them as customer advocates. (Salesforce)
- The best way for customers to have a positive experience after purchasing a SaaS app is to receive personalized guidance on using the product. Personalized service enhances customer satisfaction and loyalty by making each customer feel valued and understood. (Cognism)
- Nine out of 10 U.S. consumers are likely to use a business when responding to positive and negative reviews. (BrightLocal)
Reaping the Rewards of Good Customer Service
Excellent customer service is crucial for driving repeat purchases, as it significantly influences customers’ willingness to buy again and recommend the brand to others.
- 91% of customers say they’re more likely to make another purchase after a great customer service experience, highlighting the importance of a positive customer service experience in encouraging repeat purchases. (Salesforce’s “State of the Connected Customer”)
- Almost two-thirds of consumers say they are more likely to forgive a mistake by a long-term favored brand than a brand they have only done business with for a year or less. (Deloitte)
- 63% of consumers expect customer service agents to know their unique needs and expectations. (Salesforce’s “State of the Connected Customer”)
- 63% of consumers say they’d be willing to share more information with a company that offers a great experience. (PwC)
- Consumers who report a good customer service experience are 38% more likely to recommend that company than consumers who received bad customer service. (Qualtrics’ “ROI of Customer Experience, 2020”)
- 28% of consumers learn about a new brand, product, or service by word of mouth. Yet, only 4% of marketers attribute sales to word of mouth. (RRD)
- 94% of consumers who give a company a great customer service experience rating are likely to purchase more products or services from that company in the future. (Qualtrics’ “ROI of Customer Experience, 2020”)
- Personalized experiences are more important than personalized messaging to 79% of consumers. (Gladly’s “Customer Expectations Report”)
- More than two-thirds of customers (68%) expect brands to demonstrate empathy in communication channels. (Salesforce’s “State of the Connected Customer”)
- Earned growth is a customer service metric that measures the quality of your company’s growth between existing customers, net-new accounts, and referrals. (SentiSum)
- Increasing customer retention rates (lower customer churn) by 5% increases profits by 25-95%. (Harvard Business School)
- About three-quarters of consumers who give a company a “very good” customer experience rating are likely to forgive a company for a bad experience. (Qualtrics’ “ROI of Customer Experience, 2020”)
- 78% of customers expect a brand/product to have self-service options over traditional customer service channels. (Document360)
Poor Customer Service Loses Out
A negative customer experience can lead to significant business losses and damage to brand reputation. Friendly customer service representatives play a crucial role in mitigating these negative experiences by providing knowledgeable and approachable support, which enhances customer loyalty and satisfaction.
- Bad experiences cost businesses $4.7 trillion in global consumer spending every year. (Qualtrics’ “ROI of Customer Experience, 2020”)
- 42% of consumers would pay more for a friendly, welcoming customer service experience. (PwC)
- Companies with poor customer service could potentially achieve 25–95% more profits. (Bain & Company)
- 37% of consumers abandon a purchase or post a negative review with a poor digital shopping experience. (SiteCore)
- The most frustrating aspect of customer service is the hold time when waiting for a customer support rep. (Zendesk)
- Only one in five customers who gave a company a poor customer service experience rating are likely to purchase more goods from the company in the future. (Qualtrics’ “ROI of Customer Experience, 2020”)
- 13% of those who gave a company a bad customer service experience rating are likely to recommend a company to others. (Qualtrics’ “ROI of Customer Experience, 2020”)
- Every week, 14% of business professionals deal with a service issue with a communication channel that creates a short-term communications crisis. (Nextiva)
- 27% of Americans report “lack of effectiveness” as their top frustration with customer service reps. (Statista)
- 12% of Americans rate their highest frustration with customer service as “lack of speed.” (Statista)
- Only 15% of those who gave a company a “very poor” customer experience rating are likely to forgive a company for a bad experience. (Qualtrics’ “ROI of Customer Experience, 2020”)
- Reviews are a popular form of customer engagement, with 72% of U.S. consumers saying they have written a review for a local business. (BrightLocal)
- Providing bad customer service risks $494 billion due to customer churn and brand damage. (CCMC)
- About half (49%) of customers’ social media complaints go unaddressed by businesses. (ASU’s “2020 National Customer Rage Study”)
- Only 48% of consumers would consider buying a good or service from a business with fewer than four stars. (BrightLocal)
- 17% of consumers are likely to raise awareness about a bad customer service experience with friends and neighbors. (CCMC)
- Dissatisfied customers tell twice as many people about their poor customer service experience as those with a positive customer experience. (CCMC)
Millennials & Gen Z Drive Demand
- Gen Z accounted for an estimated 40% of global customers. (McKinsey)
- In 2019, 61% of Millennial consumers in the United States stated they would pay more for quality customer service, as consumers expect companies to listen and respond to their concerns actively. (Statista)
- 14% of Millennials say they would take to social media or a brand’s website to share a review and give feedback. (Retail Drive)
- 62% of Millennials report seeking an unofficial knowledge base (such as a subreddit, Twitter, or YouTube video) as a self-service option for service issues, even with 24/7 customer support available. (Gartner)
- Among Millennials, 35% said they prefer email, making it the most-used customer service channel for support interaction. (Hiver)
- 14% of Gen Zers value empathy from customer support reps, more so than their Millennial (11%) and Baby Boomer (6%) cohorts. (Hiver)
- 63% of Gen Zers say that mobile experience is a top factor in customer satisfaction. (PwC)
- 77% of Gen Zers expect companies to offer new ways to get existing products, such as digital versions of traditionally in-person experiences. (Salesforce’s “State of the Connected Customer”)
- 60% of all B2B tech buyers are now Millennials, and 2% are from Generation Z. (TrustRadius)
Handling Customer Feedback
Tracking customer service metrics such as Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS) provides valuable insights for improving service strategies. These insights help businesses enhance their service strategies, leading to better customer experiences and increased loyalty.
- More than four in five customers expect to immediately talk with a customer service agent when contacting a company. Prompt responses to customer service questions are crucial for maintaining a positive customer experience. (Salesforce’s “State of the Connected Customer”)
- Most companies cannot engage with customers via live chat or a chatbot. So much so that they’re more likely to text than chat by a 3:1 ratio. (Nextiva)
- The top 10 preferred communication channels are email, phone, in-person, online chat, mobile apps, messenger apps, text/SMS, online portals, video chat, and social media. (Salesforce’s “State of the Connected Customer”)
- More than two-thirds of customers say they want an organization to “reach out and engage with proactive customer notifications.” (Microsoft’s “Global State of Customer Service 2015–2022”)
- 75% of people prefer private messages with businesses over traditional service channels. (Conversocial’s “State of the Digital Customer Experience Report 2019”)
- American consumers say that phone and online chat are the easiest communication channels. (Statista)
- People under 40 prefer using branded apps, texting, and chatbots. Those over 40 favored more traditional channels such as call centers and email. (Shep Hyken’s “2020 ACA Survey: Achieving Customer Amazement”)
- 87% of customer service representatives say customers have increased their use of digital channels like social media during the pandemic. (Salesforce)
- Nearly one-third of customers report sending an SMS text message to the company requesting assistance. (Forrester’s “2018 Customer Service Trends: How Operations Become Faster, Cheaper — And Yet, More Human”)
- 57% of service professionals believe automated voice assistants will become a top customer communication channel. (Salesforce)
- Customers use an average of nine channels to browse inventory, seek advice, and make purchases. (Salesforce’s “State of the Connected Customer”)
- American consumers say that social media is the most difficult communication channel. (Statista)
- 71% of customer service employees say switching between multiple communication channels has made it challenging to meet customer needs. (Nasdaq)
- Customer data is rated the most useful data source for B2B (39%) and B2C (42%) for marketing effectiveness. (Oracle’s “Marketing Trends 2022”)
- 86% of consumers expect seamless communication across multiple channels with customer support agents. (Gladly’s “Customer Expectations Report”)
- 42% of adults prefer to resolve their issues over the phone, compared to digital channels like knowledge bases (38%) and email (20%). (Statista)
- Only 12% of self-service support platforms are highly integrated; for most organizations, only 20% of service issues are resolved. (McKinsey)
- 60% of brands offer customer service across three or more support channels. (Hiver)
- By 2025, proactive customer service teams will outnumber reactive customer service interactions. (Gartner)
- Reaching a business via the phone remains the most popular customer service channel method (Cornell University)
Social Media & Customer Service
Self-service portals are becoming a growing trend in customer support. They allow customers to resolve basic queries independently and enhance the overall customer experience.
- Netflix uses AI-driven personalization, with its recommendation system influencing about 80% of the content subscribers watch. (Invoca)
- Classifying service issues with artificial intelligence (AI) and automatic routing of incoming customer contacts increases contact center agent productivity by 1.2 hours a day. (Freshworks’ “The Future of CX: 2022”)
- Nearly two-thirds of customer service tasks and up to 70% of contacts can be automated with an AI-powered omnichannel contact center solution (McKinsey)
- The customer experience management market is growing significantly, impacting business metrics such as customer retention and loyalty. Investing in excellent customer service enhances customer satisfaction and drives revenue growth, making it a vital area for businesses to focus on.
- 74% of consumers prefer a callback option instead of waiting on hold for a customer service rep. (SupportYourApp)
- Customer support response times influence customer satisfaction (CSAT) scores the most. (Freshworks)
- 38% of B2B decision-makers say their organization used chatbots in 2020, an increase of 67% from 2018. (Salesforce)
- 63% of people said that their interaction with a chatbot did not result in a resolution. (Forbes)
- 71% of Americans would rather interact with a human than a chatbot or automated process. (PwC)
The Rise of Artificial Intelligence & Automation
- Netflix uses AI-driven personalization, with its recommendation system influencing about 80% of the content subscribers watch. (Invoca)
- Classifying service issues with artificial intelligence (AI) and automatic routing of incoming customer contacts increases contact center agent productivity by 1.2 hours a day. (Freshworks’ “The Future of CX: 2022”)
- Nearly two-thirds of customer service tasks and up to 70% of contacts can be automated with an AI-powered omnichannel contact center solution (McKinsey)
- 79% of businesses consider automation necessary in their customer experience strategy. (Verint’s “The State of CX Trends Report 2021”)
- 74% of consumers prefer a callback option instead of waiting on hold for a customer service rep. (SupportYourApp)
- Customer support response times influence customer satisfaction (CSAT) scores the most. (Freshworks)
- 38% of B2B decision-makers say their organization used chatbots in 2020, an increase of 67% from 2018. (Salesforce)
- 63% of people said that their interaction with a chatbot did not result in a resolution. (Forbes)
- 71% of Americans would rather interact with a human than a chatbot or automated process. (PwC)
Ask the Customer Experience Experts
- “Your most unhappy customers are your greatest source of learning.”
— Bill Gates - “If you do build a great experience, customers tell each other about that. Word of mouth is very powerful.”
— Jeff Bezos - “I can’t stress how important it is for companies and their support teams to place themselves deep in their customers’ shoes, understand how their expectations are currently evolving, and provide support that is more human and relatable.”
— Dan Gingiss - “Companies that show that they are willing to invest in their customers even if it doesn’t contribute to short-term results will be the winners of tomorrow.”
Steven Van Belleghem - “Customers do not care how much you know unless they know how much you care.”
— Damon Richards - “The most dangerous customers aren’t your haters; they are the ‘meh’ in the middle, the dissatisfied customers who don’t take the time to complain.”
— Jay Baer - “I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.”
— Maya Angelou
Customer Service Trends in 2025
As we look toward the future of customer service, companies that offer excellent customer service will see significant benefits in customer retention and loyalty. Customers are more likely to make repeat purchases and recommend brands known for outstanding service, showcasing the profound impact of customer experience on overall business success.
Additionally, tracking important customer service statistics is essential for businesses aiming to enhance service quality and stay competitive in an era of continually rising customer expectations.
There are a few rising customer service trends in 2025 to take into consideration:
Trend #1: Omnichannel is here to stay
An omnichannel approach to customer service is becoming increasingly important. This means offering a seamless experience across all your customers’ communication channels, not just live chat.
With an omnichannel contact center, you can provide consistent and unified customer service, which is essential in meeting the needs of today’s customers. While implementing such an approach may be challenging, ensuring your organization remains competitive in the current business landscape is crucial.
Trend #2: Personalized customer experiences
Companies leveraging customer data effectively can improve every step of the customer journey and will thrive in 2025 and beyond. These interactions also translate into customer service representatives providing personalized experiences.
Investing in mature customer experience tools like Nextiva builds strong customer relationships, which is essential to business growth.
Trend #3: Tap into workforce flexibility
It’s becoming increasingly common for customer service teams to work remotely, in the office, or in hybrid locations. To keep agents connected and working together, customer service leaders invest in networking equipment, analytics, cloud communications, and collaboration tools.
Although some firms resist working from home, you can deliver excellent customer service regardless of where your team works. Unified communications providers like Nextiva keep everyone connected and display the full context of every customer interaction.
Trend #4: The practical uses of artificial intelligence
The use of Artificial Intelligence (AI) and chatbots in customer service has long been discussed. But only recently has it become a reality. Companies can implement these AI contact centers to save customers’ time, direct callers to the best customer service agent, and even resolve concerns automatically.
AI and chatbots can respond to customer queries, update customer data systems, and render a more personal customer experience.
Additionally, these tools can manage simpler customer service requests, freeing up live agents to focus on more complex interactions that need a personal touch.
Trend #5: Prioritize customer service agent happiness
Since customer interactions have swelled during the pandemic, customer service agents have carried a heavy burden. To improve morale and reduce call center turnover, focus on enhancing the agent experience.
Encouraging greater autonomy and flexibility is paramount. By investing in better customer support tools, chatbots, cloud phone service, and automating repetitive workflow steps, companies can help customer service team agents provide a superior customer experience because they’re genuinely happier.
Trend #6: Respond to customer reviews to strengthen brand reputation
Customer reviews are essential to an effective marketing strategy. Ensure that every piece of customer feedback is reviewed and addressed. Online reviews have a significant impact on customer acquisition and customer retention.
Reply to each review (good and bad) consistently with a reputation management tool. This will help your brand maintain its online reputation and prove your commitment to excellent customer service.
Predictions for Customer Service in 2026
Prediction #1: Hyper-Personalized Customer Interactions
By 2026, customer service will evolve to offer hyper-personalized interactions. Leveraging advanced AI and machine learning algorithms, companies will anticipate customer needs before they submit a support ticket, based on past interactions and behavior patterns. This proactive approach will enhance customer satisfaction and increase customer loyalty, as customers expect a seamless and tailored experience.
Prediction #2: The Rise of Emotional Intelligence in AI
As AI becomes more embedded into customer service, a significant shift will be towards developing emotionally intelligent AI systems. These systems will be capable of understanding and responding to human emotions, allowing for more empathetic and effective interactions. This will be prioritized for handling sensitive customer service issues, where emotional nuance can distinguish between a positive and negative customer experience.
Prediction #3: Increased Integration of Augmented Reality (AR) in Customer Support
Augmented reality will play a significant role in customer service, especially for technical support and product demonstrations. Customers can use AR applications to visualize solutions in real-time, guided by customer service representatives. This immersive experience will reduce the time needed to resolve complex issues and enhance the overall customer support process, leading to higher customer satisfaction and retention rates.
These predictions highlight the ongoing innovation in the customer service industry, which is driven by technological advancements and changing consumer expectations. Nextiva is at the forefront of the next major shift in the customer experience — Unified Customer Experience Management — learn more about how to integrate these channels and tap into AI to help agents perform their best.
