2020 CGS Customer Services Preferences in Times of Distress Survey

Having immediate access to help is often taken for granted until customers around the world need it all at once. Disasters, whether they be pandemic, extreme weather or other disruptions to business and life, tend to exacerbate any flaws already lingering in a process. We surveyed over 2,000 consumers in the U.S. and U.K. during the Covid-19 pandemic to find out how they’re faring with customer service interactions.

This infographic reveals consumer expectations and concerns related to brands' services, helping companies prioritize how they can best support customers during and beyond the current crisis.

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Customer Service in Crisis 2020 Survey Infographic

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