About what share of Americans say customer service has actually improved lately?
Answerabout 6%
That's a stark gap compared to the 49% who say service has gotten worse.
Source: Bentley University / Gallup (2023) bentley.edu
Business · Facts & sources
Service facts & stats
4 sourced facts about customer service, each with the context behind the number. 4 more are in today's round and appear here after it closes.
The basics
Going deeper
About what share of Americans say customer service has gotten worse over the past year?
Answer49%
Only 6% said service had actually improved over the same period.
Source: Bentley University / Gallup (2023) bentley.edu
About what share of Americans believe businesses have a positive impact on people's lives?
Answer63%
That's up 8 points from the year before, even as views on customer service itself soured.
Source: Bentley University / Gallup (2023) bentley.edu
Expert level
About what share of consumers say they'd switch brands if they found a better customer experience elsewhere?
Answer79%
Loyalty in the age of easy comparison shopping is fragile.
Source: Shep Hyken (via Zendesk blog) (2023) zendesk.com
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