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INDUSTRY insights report

Current State of Customer Service and Experience Expectations 2025 | USA

This report examines the American consumers support journeys, pinpoints successes and failures, considers the target audience for design, and envisions the ideal interaction.

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9 in 10

Human Support Still Matters

respondents show a clear preference for human support — with two-thirds strongly favoring it.

66% 

Speed Drives Satisfaction

still turn to phone when it matters most

64% 

Experience Over Price

are willing to pay a premium for the dream experience

2 in 3

Digital-First Expectations

respondents expect a reply within an hour. Instant gratification has become the norm.

This Exclusive Insight Report Will Cover

  • Discover how customers prefer to connect with brands, which channels they trust most, and how preferences vary across customer segments.
  • Understand what drives customer satisfaction during critical service moments, including response times, support preferences, and moments of delight.
  • Explore how service mindsets differ — and the impact this can have on expectations, patience, and preferred support channels.
  • See how creating the dream customer experience builds emotional connections, increases perceived value, and encourages customers to spend more.
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The Biggest Names in the Game Love Us

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