Share of customers by poor customer service experiences U.S.& worldwide 2018

What is the most frustrating aspect of a poor customer service experience?

CharacteristicUnited StatesGlobal average
The representative lacks the knowledge or ability to resolve my issue 40% 36%
Having to repeat or provide my information multiple times 29% 31%
Difficulty reaching or inability to reach a live agent 24% 20%
Not being able to resolve my issue on my own using self-service 7% 12%
Created with Highcharts 7.2.2Share of respondents36%36%31%31%20%20%12%12%40%40%29%29%24%24%7%7%United StatesGlobal averageThe representative lacks the knowledge or ability to resolve my issueHaving to repeat or provide my information multiple timesDifficulty reaching or inability to reach a live agentNot being able to resolve my issue on my own using self-service
0%5%10%15%20%25%30%35%40%45%
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Source

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Release date

March 2019

Region

Worldwide, United States

Survey time period

2018

Number of respondents

5,000 respondents

Age group

18 years and older

Supplementary notes

Number of respondents is for the global survey. The source did not specify the number of U.S. respondents.

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Statistics on " Customer service in the U.S. "

Other statistics that may interest you Customer service in the U.S.

Market overview

6

Communication channels

4

Customer satisfaction

5

Self-service

4

Digital trends

5

Further related statistics

18

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