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Five9 Customer Service Index

Five9 Surveys Consumers and Business Decision Makers to Analyze the Changing Landscape of the Customer Experience

Evolving consumer preferences for interacting with businesses for customer service means that what was acceptable 10, 5, or even 2 years ago is no longer adequate. Identifying and recognizing these preferences is critical for organizations as they compete in an increasingly digital world.

To help better understand the current state of customer service, Five9 partnered with Zogby Analytics to survey consumers and business decision makers about the state of customer service and support. Now in its fifth year, the Customer Service Index provides data and insights to help businesses better meet their customers' changing needs and expectations.

Read the reports for the survey results and insights, including key findings from consumers and business decision makers about:

  • Navigating the rapid digitization of businesses
  • The role of customer service, satisfaction, and loyalty in today’s environment
  • What influences business decision makers to buy a new product or service
  • The impact of a poor experience on future business
  • What influences a good or bad customer experience
  • Customer service channel preferences
Customer Index

Want to know what your customers are saying?

The Five9 Customer Service Index 2021: Consumer Report provides data and insights to help businesses better understand and meet their customer needs and expectations. For the 2021 study, we surveyed more than 2,000 respondents from seven countries to get insight about their perspectives, behavior, and experiences with customer service—and how things have changed, or stayed the same, since the start of the COVID-19 pandemic.

Retail Index

How have consumer behaviors changed in the retail sector?

The Retail and eCommerce Edition focuses on how consumer behavior is changing around online shopping. The study also shows shifts in holiday shopping habits as well as consumer tendencies to share purchase experiences online. The research shows interesting differences across the board based on the location and age of the consumer.

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