Essential customer service statistics and trends for 2023

By Antonio Gonzalez
0 min read

For the past two years, customer service has changed drastically.
We got used to doing everything online, from doctor appointments to work meetings and shopping. We’ve changed habits, use an ever growing number of channels to interact with businesses, and expect to be recognized as individuals every time. Great customer experience matters more than ever for loyalty, but it looks like it continues to evolve. The customer experience statistics we’re sharing below are a great insight into how expectations and behavior are changing to help make informed decisions about your customer service strategy.
Talkdesk Research™ provides high-quality research and analysis that equips contact center and CX leaders with the actionable insights they need to make the right decisions from strategy through execution. Our unbiased, rigorous research provides insights into customer service trends to support your customer service project goals and build your business case for new capability investments.
We’ve compiled the following key customer service statistics and quotes from our research:
Quick and easy resolution drives loyalty today, but consumers are coming to expect meaningful engagement.
- 67% of CX professionals say that their contact center is transforming–or has already been transformed–into a profit center.
- 91% of CX professionals say that their contact center is a major driver of customer loyalty.
- The ability to resolve any problem on first contact is the #1 driver of customer loyalty, an agent going above and beyond is the #2 driver.
- 49% of consumers report that they stopped working with a company in the past year because of an instance of poor customer service.
- The top factor that undermines customer loyalty is having to repeatedly contact a company.
- 46% of Gen Z consumers stopped buying from a company due to its stance on social issues in the past year, compared to 35% of Gen X and 22% of Boomers.
- 40% of Gen Z consumers stopped buying from a company in the past year due to its stance on sustainability, compared to 31% of Gen X and 17% of Boomers.
“Gen Z is a little less forgiving of mistakes. There are higher expectations in terms of response time. They are also comfortable publicly discussing their displeasure, while other customers would rather it be addressed privately.”
Director of customer experience – Major global entertainment ticketing platform
“[Gen Z] customers’ expectations are high, and the amount that they are asking about the product and the amount of knowledge that agents need to have to serve these brands is a lot.”
CEO – North American CX consultancy
“In general, Gen Z and millennials are going to be a lot more likely to accept self-service options than the older generations.”
Senior director of call center technology – Major American broadcasting company