May 15, 2019

Top 3 Aspects of Customer Service for Customers, Employees and Business Leaders Worldwide, March 2019 (% of respondents)


Global customers, employees and business leaders were asked with are the most important aspects of customer service. Responses include quick resolution of the issue/question, knowledgeable service agents and a fast response.


Data is from the May 2019 Pega report titled "The Good, The Bad, The Ugly: 2019 Global Customer Service Insights." The report is based on three surveys: 7,000 internet users ages 16+ who have engaged with customer services in the past year, 3,600 employees in a customer-facing job role at businesses with 100+ employees, and 1,900 leaders at the director level and above at businesses with 100+ employees in various industries, were all surveyed online during March 4-25, 2019. Respondents are from Australia, France, Germany, Japan, the Netherlands, the UK and the US. Pegasystems is a customer engagement and digital process automation software company.