Survey Results: What Customers Want in a Great Service Experience

Just about any and every vendor that has any connection to the contact center market is talking about customer experience. And it’s with good reason. At the end of the day, that is the primary mission of most contact centers – to deliver a quality customer experience. But what makes up a great customer experience? What are customers really after and what do they value in that experience? We decided to find out!

Late this Spring, we commissioned a research firm to administer a survey for us to really answer two primary questions:

  1. “What do customers want in a great service experience?”
  2. “What do customers and companies want from the technology behind that great customer experience?”

We surveyed over 1800 people in eight countries. The results are fascinating and there were several surprises. We addressed agent behavior, preferred media channels, mobile customer service, which verticals are better as servicing customers, and a whole lot more. The following infographic shares some of the high points and we’re making the entire report available to you as a free download.


So what do you think? What surprised you the most? Comment and let us know. Oh, and we plan to repeat the survey next year, so let us know if you have other questions that you’d like to see us ask.

Joe Staples
(Chief guy wanting to crack the code on great customer service Officer)