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Home /
Report
Microsoft: State of Global Customer Service
The Microsoft 2017 State of Global Customer Service survey polled 5,000 people from Brazil, Germany, Japan, the United Kingdom and the United States.
Publish year:
2017
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Report's Top Statistics
96% of respondents say customer service is important in their choice of loyalty to a brand.
Microsoft: State of Global Customer Service
Customer service
54% of respondents say they have higher expectations for customer service today than they had one year ago at the time the report was released..
Microsoft: State of Global Customer Service
Customer service
77% of customers have a more favorable view of brands that ask for and accept customer feedback.
Microsoft: State of Global Customer Service
Customer service
68% of customers have a more favorable view of brands that offer or contact them with proactive customer service notifications.
Microsoft: State of Global Customer Service
Customer service
74% of millennials say social media responsiveness improves their perception of a brand.
Microsoft: State of Global Customer Service
Customer service
96% of our respondents say customer service plays a role in their choice of and loyalty to a brand.
Microsoft: State of Global Customer Service
Customer service
56% of global respondents have stopped doing business with a brand due to a poor customer service experience.
Microsoft: State of Global Customer Service
Customer service
30% of global respondents say being unable to speak to a live agent is the most frustrating part of a poor customer service experience.
Microsoft: State of Global Customer Service
Customer service
30% of respondants say the most important aspect of a good customer service experience is speaking with a knowledgeable and friendly agent.
Microsoft: State of Global Customer Service
Customer service
75% of global respondents have used a search engine to find answers to service related questions before calling an agent,
Microsoft: State of Global Customer Service
Customer service
74% of survey respondents have used a self-service support portal to access customer support
Microsoft: State of Global Customer Service
Customer service
66% of global respondents say they actively use 3 or more customer service channels.
Microsoft: State of Global Customer Service
Customer service
Omnichannel
Find Related Statistics
Customer Feedback
Customer retention
Online communities
Customer success
Omnichannel