2022 STATE OF THE SERVICE MARKET SURVEY REPORT

Where there’s smoke there is fire, and 67% of customers are not satisfied with the service they receive. 

This report dives into why. Why are customers not adopting self-service channels? What is a customer’s greatest point of frustration? How can these challenges be resolved with practical innovation? What new technologies are customers ready to adopt?

Insights include Performance Trends & technology adoption addressing:

  • Why don’t 89% of customers  trust chatbots to resolve their issues?
  • Why do customers struggle to explain their issues in text and voice channels?
  • Where customers feel most frustrated. Did you know that 95% of customers repeat themselves at least once during a single service inquiry?
  • And more….
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