More Than Half Of Consumers Feel Service Is An Afterthought

Zendesk’s landmark annual research has highlighted the potential for businesses to drive business success with a focus on customer experiences as more than two thirds of consumers (70%) report making purchase decisions based on the quality of customer service they receive. The global Zendesk (NYSE: ZEN) Customer Experience (CX) Trends Report 2022 shows that a majority of businesses surveyed agree there is a direct link between customer service and business performance. Despite this, many consumers (54%) feel customer service is an afterthought for businesses, indicating a gap between consumer expectation and company actions.

Key insights:

• 61% of consumers say that their customer service expectations have increased over the past year
• 90% of consumers say they are willing to spend more with companies who personalize the customer service experience
• Only 54% of companies report having a three-year strategic plan for customer service
• 89% of consumers say they are willing to spend more to buy from companies that offer them the chance to find the answers they need themselves
• Companies are evenly divided between those who still view CX as a cost centre and those who believe it is a revenue-generating engine for growth

Download the report here