SAN RAMON, Calif.–(BUSINESS WIRE)–Five9,
Inc. (NASDAQ: FIVN), a leading provider of cloud contact center
software for the digital enterprise, today announced the findings of the
Customer Service Index, commissioned by Five9 and conducted by Zogby
The 2018 findings revealed that consumers have become increasingly savvy
about service and support, their perceptions of a company, and their
willingness to share data about themselves if it leads to a better
experience. For businesses, the research validates the correlation
between customer satisfaction and a positive customer experience,
resulting in customer loyalty and higher customer retention.
Digital transformation has changed how, where and when consumers engage
with businesses and what information they are willing to share to ensure
a high level of customer service. According to the survey of more than
1,000 consumers in the United States across all age groups, 80 percent
of respondents say they are comfortable with a company using their past
purchase history if it results in a higher level of customer service, up
from 77 percent a year ago.
Despite their increased willingness to share data, their expectations
are high: only 24 percent of respondents are likely to continue doing
business with a company if it requires a lot of effort to resolve a
problem. Respondents also expect their issues to be resolved quickly:
more than three-quarters believe that should happen in 15 minutes or
less and 84 percent expect resolution to take no more than 30 minutes.
“Today a single tweet about poor customer service can go viral and have
a long-term negative impact on a company’s reputation and image,” said
Dan Burkland, President of Five9. “Businesses are left in a tough spot.
How can they attract and retain customers who have more choices and
higher expectations than ever? Businesses need access to insights and
data around their customers’ needs, preferences and decision factors.
This survey provides validated data that CXOs can use and act upon to
improve their organizations’ customer service efforts and exceed today’s
The survey revealed strong behaviors and expectations along the entire
90 percent of respondents said price and great customer service were
the leading motivators to do business with a company.
Throughout the Journey
95 percent said a positive customer service experience is very or
somewhat likely to make them continue to do business with a company;
44 percent said they are willing to interact with automated chatbots
when they are assured that they can speak with a live agent;
Phone was the preferred method of customer communication (49 percent),
with email (28 percent) and chat (16 percent);
69 percent were somewhat or very unlikely to continue to do business
with a company if it requires a lot of effort to resolve an issue with
48 percent said it’s unlikely they will want to do business with a
company again if every time they contact a company they have to
identify themselves or explain their issue (up from 41 percent in
About the Five9 Customer Service Index
Five9 Customer Service Index is an annual report that focuses on the
views of business decision makers and consumers on the state of customer
service, support and engagement. This report provides competitive
insight into how business executives view and value customer engagement.
The Five9 Customer Service Index 2018 is the second-annual report from
Five9 and Zogby Analytics that assesses consumers’ views of the role
that customer service plays in their consumer behavior and purchasing
decisions. Zogby Analytics surveyed 1,006 consumers, ranging in age from
late teens (18) to those in their 70s.
For more information on the Five9 Customer Survey Index, please visit www.five9.com
or contact CustomerIndex@five9.com.
Upcoming Webinar on December 4, 2018
Join our upcoming webinar with leading industry analyst Blair
Pleasant for a deep dive into the survey results and how you can use
this data to improve customer service throughout your contact center. Register
Five9 is a leading provider of cloud contact center software for the
digital enterprise, bringing the power of cloud innovation to customers
and facilitating more than three billion customer interactions annually.
Five9 provides end-to-end solutions with omnichannel routing, analytics,
WFO, and AI to increase agent productivity and deliver tangible business
results. The Five9 platform is reliable, secure, compliant, and
scalable; designed to create exceptional personalized customer
For more information visit www.five9.com.