2021 State of Customer Service Experience Report

The Northridge Group's State of Customer Service Experience report provides a clear message to businesses. Today’s consumers are shopping online more now than ever, but find the service experience inadequate.

Report highlights include:

  • Online shopping is the new normal – 68% of customers increased their online shopping during the pandemic and plan to continue this trend post-pandemic.
  • 63% of customers tried digital apps and tools for the first time and 75% will continue to prefer digital apps post-pandemic.
  • Customers increased their use of customer service channels but first contact resolution declined from 53% to 42%, increasing effort for customers and costs for businesses.

Download the report for more insights into the latest customer experience trends.

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