Your browser is out-of-date!

Update your browser to view this website correctly. Update my browser now


NICE inContact Customer Experience Transformation Benchmark Study 2017

NICE inContact Customer Experience Transformation Benchmark Study 2017


In this industry-first research, consumers shared their actual experiences with their most recent interactions with companies in 15 different industries. Consumers reported overall on 4,700 interactions across inbound/outbound calls, email, chat, social, online self-service and more. Find out what they had to say about where companies are falling short, how technology is affecting service, and their preferences and expectations.

Key Findings in the Report Include: 

  • 8 in 10 consumers are willing to switch companies due to poor customer service
  • Less than half of consumers are satisfied with their experience, regardless of channel
  • 67% of customers still prefer agent assisted customer service with phone, email, and online chat leading the way; only 33% prefer self-service
  • 72% expect companies to know their purchase history regardless of method of communication (e.g. phone, chat, email)

customer service research report infographic

Related Solutions

Call us at 1-866-965-7227 to talk to a sales rep


Live chat with
a sales rep


Learn more about
our solutions

Get a Quote