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Understanding the Modern Consumer

2021 Survey Results about Customer Service

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Stay In Touch With Consumers

TCN’s national survey reveals that Americans overwhelmingly prefer to interact with a live person when dealing with customer service centers. The results also show that companies that prioritize good customer service are likely to be rewarded by consumers with increased brand loyalty and positive online reviews.

Download to learn more about what consumers think about:

  • Hold Times and Hold Music
  • Customer’s Biggest Fear
  • Call Backs
  • Scam Callers

eBook Sneak Peak

“In our survey, we asked respondents to describe customer service in one word. They overwhelmingly provided positive adjectives. In fact, 65% provided positive words like knowledgeable, helpful, caring and sincere.”