State of U.S. and U.K.
Customer Service
Ready to see what really drives brand loyalty? TCN’s 2025 Consumer Survey does a deep dive into what your customers are looking for in a world of increasing options. We surveyed 2,000 consumers across the U.S. and U.K. to find out what really matters to them. Check out some of the highlights below and download our e-book for the full findings.
Download eBookLive Agents Still Preferred
Between chatbots, email, SMS and calling, there are so many ways to get in contact with a business. But even with the rise in alternative communication methods, 50% of our respondents still prefer speaking with a live agent over any other type of method. The human connection is still an essential part of the average customer’s service experience.
The Bad, The Worse And The Ugly
People have negative experiences every day and are starting to talk. According to this year’s survey, 43% of British people and 38% of Americans have posted an online review after a bad experience. While a majority of individuals have not posted about their negative experiences, it only takes a few to start ruining the trust of your customers.
Looking On The Bright Side
When asked about leaving reviews, 57% of British people and 45% of Americans said that they give positive reviews when they have a good experience. This shows the power your customer service has to inspire customers to become loyal advocates, leading to future growth and success for your business.
The Price of Great Service
As in years past, our respondents have indicated that they would be willing to pay more for a product or service if the company offers high-quality customer service. This year, we found that they would be willing to pay an average of 38% more for a product or service if the company offers high-quality customer service
Eeny, Meeny, Miny, Moe
When deciding between brands, customer service quality ranked above all else:
55% The quality of the customer service
34% Friend and family recommendations
24% The location of the business
If companies want to win customers’ favor, investing in service should be at the top of the strategy list.
See more of the 2025 survey findings and what consumers need from you in the full eBook
Download eBookData from a survey conducted by Talker Research on behalf of TCN from June 27 to July 3, 2025, with a panel of 1,000 U.S. and 1,000 U.K. general population.