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Home /
Report
Gladly: 2022 Customer Expectations Report
The report collected insights from 1,500 retail customers across the U.S.
Publish year:
2022
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Report's Top Statistics
72% of people are willing to spend more with a brand that provides great customer service experiences.
Gladly: 2022 Customer Expectations Report
Customer service
59% of respondents would recommend a brand to a friend because of its customer service
Gladly: 2022 Customer Expectations Report
Customer service
42% of customers ranked reaching customer service agents on their preferred channel as the most important attribute in the customer experience.
Gladly: 2022 Customer Expectations Report
Customer service
Omnichannel
1 in 4 customers have purchased items that were recommended by customer service agents.
Gladly: 2022 Customer Expectations Report
Customer service
66% of shoppers prefer brands that can make personal recommendations based on their likes
Gladly: 2022 Customer Expectations Report
E-commerce
44% of shoppers want brands to know their names and past purchases
Gladly: 2022 Customer Expectations Report
Customer service
E-commerce
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