15 Surprising Answering Service Statistics

62% of customers stopped doing business with a company after receiving ‘poor customer service.’ (2015)

60% of customers expect more from customer service now than they did 1 year ago. (2015)

76% of customers believe the service they receive shows how much a company values them. (2016)

Answering service barriers

14% of customers think lacking updated technology is a barrier for good customer service. (2016)

45% of customers believe a company’s lack of interest in their customers is the biggest obstacle to the ideal customer experience. (2016)

47% of customers say how quickly a business responds when they’ve made a complaint or inquiry is a ‘vital element in the overall customer experience.’ (2015)

63% of company executives say one of the biggest problems with improving customer service come from silos inside the company and a lack or improper use of integrated information systems. (2016)

Shifting paradigms

53% of professionals in customer service say analytics will have the biggest influence on customer service over the next 5 years. (2015)

84% of consumers are using web self-service over assisted service – an increase of 17% since 2012. (2015)

90% of customers expect a company to provide some kind of self-service customer support portal. (2015)

75% of businesses say customer service is a way to differentiate their business from the competition – an increase of 18% since 2014. (2016)


80% of customer service professionals believe their current system won’t meet future customers’ needs. (2015)

50% of all customer service agent interactions will be influenced by real-time analytics by 2018. (2015)

25% of customer support operations will include a virtual customer assistant across information channels by the end of 2018. (2015)

Creating relevant content for customers will become a vital attribute for leading organizations by 2018. (2015)

6 billion connected 20.8 billion connected ‘things’ (think IoT) will be online and requesting support by 2020. (2016)



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