How do consumers rate contact centre customer service?

MyCustomer and Genesys surveyed 300 consumers about the standard of customer service performance they believe they are receiving from contact centres.

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The customer service landscape has undergone a period of dramatic transformation in recent years. Organisations have moved swiftly to support new digital channels, but consumer expectations of contact centre service are also changing. So how well are contact centres keeping up with consumer expectations regarding channel choice, empathy, issue resolution, 24/7 support, channel integration and more?

MyCustomer and Genesys partnered on a research project examining consumer opinions about the standard of customer service performance they believe they receive from contact centres, across a range of channels. In a survey of 300 consumers, conducted by Brandspeak, we asked them how their preferences and behaviours had changed, how well contact centres are meeting their changing expectations, and what the impact of good/bad service experiences are.

What you’ll learn

How have consumer expectations of contact centre service changed
How have consumer channel choices changed since the pandemic
How important is contact centre service to consumers
What are consumer opinions on the standard of contact centre service
What are the areas of contact centre service that are most important to consumers