Customer Service Trends Are Telling Companies How to Improve—Are They Listening?
58.3% of consumers never hear back from a company after reaching out to customer service—alarming data that reveals why so many customers are taking their frustrations public.
Improving customer service remains the top priority for consumers, according to the latest PissedConsumer customer service trends report. With feedback from over 40,000 consumers, the survey highlights key gaps between customer expectations and their actual experiences.
Companies Often Fail at Basic Communication
The survey underscores that businesses frequently fail at fundamental interactions:
Over half (58.3%) of customers reported never receiving a response after contacting a company for assistance.
Nearly 44% of consumers received a response to their email within 72 hours.
Resolution Rates Remain Disappointingly Low
Even when customers receive responses, resolution rates remain poor:
Only 26.1% of consumers reported receiving effective solutions.
Of those provided solutions, 61.18% were unsatisfied or very unsatisfied with the results.
Customers Still Prefer Traditional Communication Channels
Consumers favor traditional customer service methods, primarily phone and email:
Nearly 65% of customers prefer phone or email support over newer options like live chat or social media.
Phone support is valued for quick response times—over half of customers report waiting less than three minutes.
Phone support resolves 82% of issues on the same day, though nearly half of consumers remain dissatisfied with their interactions.
Email Support Offers Room for Improvement
Email support avoids long waits on hold but faces its own challenges:
Over 58% of customers emailing support never receive any reply.
Among customers who receive responses, nearly half hear back within 24 hours.
Over 42% of email interactions immediately resolve the customer's issue, indicating potential for high satisfaction when done effectively.
Good Customer Service Boosts Customer Loyalty
Improving basic customer service practices has clear benefits:
Effective service directly influences customer loyalty.
Nearly 30% of customers would continue doing business with companies that effectively resolve issues.
Strong customer service reduces negative reviews and encourages positive recommendations.
Mastering the Basics Matters Most
Michael Podolsky, CEO and co-founder of PissedConsumer.com, notes,
“For customer service professionals and the businesses that rely on them, there are some important takeaways. Consumers might not be as quick to embrace things like AI chatbots for example, preferring to speak to a human customer service rep on the other end of a phone call.”
As this customer service trends report shows, companies don't necessarily need cutting-edge technology or extensive social media presence to improve customer satisfaction. Prioritizing prompt responses, providing effective solutions, and reliably using traditional channels like phone and email can significantly enhance customer experiences. Getting back to these basics is crucial for businesses aiming to meet and exceed consumer expectations.
Curious about what consumers really expect from customer service? Discover key insights by simply pressing a button below.