This statistic indicates the share of U.S. consumers, by generation, who are happy, both with themselves and a company, when they can solve a question or problem relating to that company without having to talk with a customer service agent, in 2015 and 2016. In 2016, 70 percent of Millennial respondents indicated they enjoyed being able to answer company-related questions or problems without having to talk with a customer service agent.
Share of consumers happy to resolve company questions/problems without customer service agent contact, in the United States in 2015 and 2016*
Sample screened to not be non-users, of Customer Engagement Experience (CEM) in past year
Method of interview
Online survey
Supplementary notes
* The original statement was phrased by the source as follows: "I feel really good about both the company and myself when I am able to answer a question or solve a problem related to that company without having to talk with a customer service agent."
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Aspect. (October 26, 2016). Share of consumers happy to resolve company questions/problems without customer service agent contact, in the United States in 2015 and 2016* [Graph]. In Statista. Retrieved September 20, 2024, from https://www-statista-com.ezproxy.canberra.edu.au/statistics/657075/united-states-consumer-willingness-to-avoid-customer-service-agent/
Aspect. "Share of consumers happy to resolve company questions/problems without customer service agent contact, in the United States in 2015 and 2016*." Chart. October 26, 2016. Statista. Accessed September 20, 2024. https://www-statista-com.ezproxy.canberra.edu.au/statistics/657075/united-states-consumer-willingness-to-avoid-customer-service-agent/
Aspect. (2016). Share of consumers happy to resolve company questions/problems without customer service agent contact, in the United States in 2015 and 2016*. Statista. Statista Inc.. Accessed: September 20, 2024. https://www-statista-com.ezproxy.canberra.edu.au/statistics/657075/united-states-consumer-willingness-to-avoid-customer-service-agent/
Aspect. "Share of Consumers Happy to Resolve Company Questions/Problems without Customer Service Agent Contact, in The United States in 2015 and 2016*." Statista, Statista Inc., 26 Oct 2016, https://www-statista-com.ezproxy.canberra.edu.au/statistics/657075/united-states-consumer-willingness-to-avoid-customer-service-agent/
Aspect, Share of consumers happy to resolve company questions/problems without customer service agent contact, in the United States in 2015 and 2016* Statista, https://www-statista-com.ezproxy.canberra.edu.au/statistics/657075/united-states-consumer-willingness-to-avoid-customer-service-agent/ (last visited September 20, 2024)
Share of consumers happy to resolve company questions/problems without customer service agent contact, in the United States in 2015 and 2016* [Graph], Aspect, October 26, 2016. [Online]. Available: https://www-statista-com.ezproxy.canberra.edu.au/statistics/657075/united-states-consumer-willingness-to-avoid-customer-service-agent/
