July 28, 2020

Internet Users Worldwide* Who Have Had a Recent Customer Support Experience So Bad that They Decided Never to Do Business with the Company Again, May 2020 (% of respondents)

Methodology

Data is from the July 2020 Dimensional Research "Customers Are Less Happy Than Companies Think: An International Survey of Business and Customers" sponsored by [24]7.ai. Two surveys were conducted online in Australia, Canada, New Zealand, the UK and the US during May 2020. One targeted individuals with customer experience responsibilities at companies with at least 200 customer support agents. This survey had 507 respondents, with 46% in the US, 20% in the UK, 20% in Australia/New Zealand and 14% in Canada. The other targeted internet users ages 18+ who received customer support within the past 6 months. This survey had 511 respondents, with 45% in the US, 21% in the UK, 20% in Australia/New Zealand and 14% in Canada. Respondents in both surveys were offered token compensation for their participation. [24]7.ai is an AI-based customer experience company.