Top Pain Points in Customer Service
Source: Forrester survey of 5000 consumers
Key Customer Service Pain Points: INDUSTRY DATA
1. What are the biggest pain points that customers face when contacting a company for customer service?
- Customer service agents do not know the answer 34%
- Different agents give different answers 41%
- Can’t find answer on website 31%
- Other factors 17%
2. The percentage of respondents who cited an issue as a top pain point, by industry
Consistency of answers
- Worst performer: Government (56%)
- Best performer: Online retail (33%)
Agents not knowing the answer
- Worst performer: Offline retail and technology (47%)
- Best performer: Property, casualty, and life insurance (25%)
Findability of answers on website
- Worst performer: Online retail (40%)
- Best performer: Technology (27%)
Younger consumers are less forgiving of agents that are not knowledgeable
- 40% for Gen Y did not find agents to be knowledgeable vs. only 23% for seniors
- Only 9% of Gen Y consumers found non-knowledge issues as the main roadblock to service vs. 35% of seniors
Download report of the findings
Key Customer Service Pain Points: GENERATIONAL DATA
What was the biggest pain point when you contacted a company for customer service? (Select up to 2 answers)
Gen Y, aged 18-34: The biggest pain points in getting customer service
Different agents give different answers 48%
Customer service agents do not know the answer 40%
Can’t find answer on website 31%
Other factors 9%
Gen X, aged 35-48: The biggest pain points in getting customer service
Different agents give different answers 43%
Customer service agents do not know the answer 39%
Can’t find answer on website 32%
Other factors 11%
Young boomers, aged 49-58: The biggest pain points in getting customer service
Different agents give different answers 37%
Customer service agents do not know the answer 26%
Can’t find answer on website 35%
Other factors 21%
Older boomers, aged 59-67: The biggest pain points in getting customer service
Different agents give different answers 33%
Customer service agents do not know the answer 24%
Can’t find answer on website 28%
Other factors 32%
Seniors, aged 68+: The biggest pain points in getting customer service
Different agents give different answers 27%
Customer service agents do not know the answer 23%
Can’t find answer on website 28%
Other factors 35%
