Five9 Customer Service Index 2020

To help organizations better understand the current state of customer service, Five9 partnered with Zogby Analytics to survey consumers 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 report for the survey results and to learn:

• The impact of the COVID-19 crisis on customer service
• How consumer behavior has evolved in the past 10 months
• What makes for a good or bad customer experience
• The future of online retail in a post-pandemic world