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A Deep Dive Into the Modern Consumer’s Expectations

TCN’s 2023 consumer survey results revealed that the significant changes in customer service across the world over the past three years are here to stay, despite the pandemic ending. Businesses have been forced to adapt to new ways of providing customer service, while contending with greater frustration from customers who have experienced longer wait times due to limitations on staffing. The good news? Customer service continues to improve in the eyes of consumers regardless of these challenges.  Take a look at the top findings from TCN’s deep dive into consumer expectations and download the eBook to get the full breakdown of the survey results.

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Nearly three-quarters of consumers are willing to abandon a brand after one poor customer service experience

81% of customers said they were very likely/somewhat likely to make a repeat purchase after a positive customer service experience

Live agents are the #1 preferred way to communicate with customer service

69% of Americans are willing to pay more for brands with good customer service


An overwhelming majority of customers are not willing to wait longer than 10 minutes on hold with customer service

55% of consumers consider the most valuable quality of a customer service agent to be their ability to solve an issue

44% said they would prefer to be put in a queue and called back rather than wait during a long hold time


of Americans are satisfied with using self-service options

#1 top frustration for customers is dealing with someone who can’t resolve their issue

65% said they are satisfied when contacting healthcare organization customer service departments


of consumers are satisfied when contacting banks and financial institutions

See more of the 2023 survey findings and what consumers need from you in the full eBook

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