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[Infographic] 11 statistics about customer support through the consumer’s lens

Feb 09, 2021
Customer Service
2 min read

When setting standards for customer support, it is important to understand what your customers expect from you. It’s these expectations that influence your customer’s decisions to do more business with you and to refer you to their friends and family.

Companies have started to realize the immense value that comes from understanding customer needs and expectations and customer service is steadily becoming an org-wide mission for more companies. 

For the ‘Customer support through the eyes of consumers in 2020’ report, we surveyed over 1000 respondents in the US across different age groups and asked them about their expectations, preferences, and pet peeves regarding customer support. 

You can download the full report at ‘Customer support through the eyes of consumers in 2020’

Read on for a snapshot of the key findings in the report including how consumers prefer contacting companies, their idea of good customer service, and how they’d react to a sub-par experience.


Key findings from Hiver’s research study ‘‘Customer support through the eyes of consumers in 2020’

  • 31% of consumers think customer service should be more responsive and empathetic during the pandemic

  • 66% think the customer service reputation of a brand is a key factor while making a purchase decision

  • 48% of Gen Z consumers prefer email for contacting customer support
  • 80% of consumers are happy with the quality of customer support they receive

  • 30% appreciate the knowledge and resourcefulness of customer support professionals
  • 51% feel that brands they interact with value them and go the extra mile to keep them happy
  • 50% consider explaining their problem multiple times to different agents as the most annoying thing about bad customer support

  • 38% of customers find the ‘robotic auto-responder emails’ they receive as the second-most annoying thing about dealing with support teams

  • 89% of customers will make their poor support experience known to either friends, family, or the general public
  • 30% of consumers will not give brands more than 1 chance after a bad customer service experience
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Handles growth at Hiver. When he's not thinking about the next big campaign, you can usually find him traveling somewhere or reading a book.