INDUSTRY insights report
Current State of Customer Service and Experience Expectations USA 2025 Report
9 in 10
respondents show a clear preference for human support — with two-thirds strongly favoring it.
66%
still turn to phone when it matters most
64%
are willing to pay a premium for the dream experience
2 in 3
respondents expect a reply within an hour. Instant gratification has become the norm.
9 in 10
respondents show a clear preference for human support — with two-thirds strongly favoring it.
66%
still turn to phone when it matters most
64%
are willing to pay a premium for the dream experience
2 in 3
respondents expect a reply within an hour. Instant gratification has become the norm.
Download the Full Report
Understanding Customer Contact Preferences
Turning Points
Service Mindsets
Explore how service mindsets differ — and the impact this can have on expectations, patience, and preferred support channels.
Providing the Dream Experience
FAQs
Yes – 100% free. This report is available as a complimentary download, no strings attached. It’s our way of helping you stay ahead of evolving customer behaviour and customer service trends in 2025. Just fill in your details and get instant access.
This report is designed for executives, marketing leaders, CX and CS managers, and decision-makers who want to grow revenue through better customer service strategies. If you’re looking to understand customers’ expectations, what builds or breaks their trust, and how CS can drive customer loyalty, this report is for you.
Very accurate. The findings are based on a statistically significant study of American consumers, conducted in March 2025. With a 95% confidence level and a margin of error of less than ±4%, you can trust the data to guide strategic decisions.
The report dives deep into How are Americans navigating customer support today, where do things break (or shine), who are we really designing for, and what does the dream experience look like. It’s packed with insights to inform your CS and CX strategy.
Absolutely. We encourage you to share it with your wider team, from marketing and operations to customer experience and support teams. The more aligned your departments are, the better your execution across the customer’s journey.
Yes – and we’d love to. If you’re looking to dive deeper into the findings or explore how they apply to your business, our team is happy to walk through the insights with you and your stakeholders. We can tailor the conversation to your goals and uncover practical opportunities for growth. Just fill out this page when you’re ready.
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Speak to us and find out how we can help your business thrive.
Recognised for CX Excellence: Summer 2026
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