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eGain Forrester SOCS Consumer Survey

“State of Omnichannel Customer Service” research study:

Commissioned survey conducted by Forrester Consulting on behalf of eGain

Methodology and sample size

  • 10,245 consumers were surveyed online, out of which 8007 said they had used one or more of the customer service modes covered in the study
  • Consumers rated change in customer service experience from a year ago, using a 6 point scale plus N/A response option if the customer did not use any given mode of customer service. The percent of consumers reported to rate customer service as “about the same” or “worse” was based on the sum of “Far more worse today” to “Slightly better today” ratings. Scale and nets below:

eGain Forrester SOCS Consumer Survey

 

 

 

 

 

 

 

 

 

 

 

  • Number of consumers that used each service mode:

eGain Forrester SOCS Consumer Survey