Five9 Customer Service Index 2021: Retail and eCommerce Edition

This special edition focuses on how consumer behavior is changing around online shopping and holiday purchases.

To help businesses better understand the current state of customer service, Five9 partnered with Zogby Analytics to survey consumers about the state of customer service and support. This year, Five9 surveyed 2,048 consumers from seven countries across North America and Europe, ranging in age from 18 to 70+. The research revealed that in the COVID-19 era, customer service is more important than ever. 

Read the survey analysis to gain insight into changes in retail purchase behavior including:

• How holiday shopping habits vary by location and age

• How pricing drives behavior by age and country

• The impact of COVID on online purchasing, including first-time purchases

• Changes in consumer tendencies to share positive and negative purchase experiences