Five9 Customer
Service Index

Five9 Surveys Consumers and Business Decision Makers to Analyze Their Behaviors and the Impact of Digital Transformation on the Customer Experience

Evolving consumer preferences for interacting with businesses for customer service means that what was acceptable 10 years ago, five years ago, or even two years ago is not adequate today. Identifying and recognizing these preferences is critical for organizations as they compete in our increasingly digital world.

To help businesses better understand the current state of customer service, Five9 partnered with Zogby Analytics to survey consumers and business decision makers (BDMs) about the state of customer service and support. Now in its fourth year, the Customer Service Index provides data and insights to help businesses better meet their customers' changing needs and expectations. For the 2020 study, over 1,000 survey respondents were prompted to base their responses on how their attitudes changed and the impact of the COVID-19 pandemic.

Read the reports for the survey results and insights, including:

  • Key findings from consumers and business decision makers
  • Navigating the rapid digitization of businesses
  • The role customer service, satisfaction, and loyalty play in today’s business environment
  • What influences BDMs to buy a new product or service
  • The impact of the COVID-19 crisis on customer service
  • What influences a good or bad customer experience
  • Customer service channel preferences
Five9 2020 Customer Service Index

Want to know what your customers are saying?

The Five9 Customer Service Index 2020: Consumer Report provides data and insights to help businesses better meet their customers’ changing needs and expectations. For the 2020 study, over 1,000 survey respondents were prompted to base their responses on how their attitudes changed and the impact of the COVID-19 pandemic.

Watch our on-demand webinar with recognized 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.

Watch On-Demand
Five9 Customer Service Index 2020: Business Decision Makers

Curious about customers’ evolving views of customer service?

Download the Five9 Customer Service Index 2020: Business Decision Makers to learn more about today’s digital consumers and their expectations of customer service and quality.

Watch our on-demand webinar with Blair Pleasant, contact center analyst, and Michael Rose, Sr. Director of Brand & Corporate Communications at Five9, to discover key customer service findings that will help your organization navigate and thrive in the new work environment.

Watch On-Demand

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