In 2016, the CX Lab conducted a survey across countries and verticals, including the United States. Our data presents perceptions of customer service in the U.S. market, as well as how companies can leverage customer service in order to increase satisfaction, loyalty, and advocacy. U.S. consumers are, overall, more satisfied than those surveyed in other countries. However, there are still areas that need improvement.
In terms of channel usage, voice is the most used and preferred channel to interact with customer service in the U.S. by far, followed by Email / Web Form and Chat with Live Agent. The usage and preference of voice clearly surpasses all other channels and is even above the global average. Nonetheless, voice preference varies significantly by age, with lower preferences among younger generations.
U.S. consumers are more satisfied with customer service and are more likely to have their problem resolved during the first contact than other countries surveyed. But a poor customer service experience can have a significant impact on loyalty. Customers who had a negative experience when interacting with customer service presented 29% lower loyalty intention compared with customers who did not interact with customer service.
Ensuring an exceptional customer experience is a true brand differentiator for companies operating in the United States. Teleperformance, the worldwide leader in customer experience management is prepared to help you design and implement the right customer experience strategy.
To learn more about what customers in the United States want, please read our new white paper.