Pegasystems Customer Service Survey
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Pegasystems conducted a customer service survey involving over 4,000 participants from the U.S., U.K., Canada, and Australia, focusing on consumer preferences for engaging with organizations. The survey examined various issues such as experience duration, preference for service providers, and the importance of personalized engagement. The findings reveal insights into how customers perceive and interact with customer service across different sectors.
Pegasystems Customer Service Survey
- 2. • Pegasystems recently surveyed more than 4,000 consumers between the ages of 16 and 60+ from the U.S., U.K., Canada, and Australia on a variety of customer service issues, giving us some interesting perspectives on how customers prefer to engage with organizations. Survey Overview 2
- 4. Report body
- 5. Do you dread calling customer service? Q1
- 6. Do you dread calling customer service? Profile: Q1
- 7. How long in minutes was your last customer service experience? Q2
- 8. How long in minutes should the ideal customer service experience take? Q3
- 9. Have you had a great customer service experience this week? Q4
- 10. Have you had a great customer service experience this week? Profile: Q4
- 11. Have you had a bad customer service experience this week? Q5
- 12. Have you had a bad customer service experience this week? Profile: Q5
- 13. Please rank the following in order of who you prefer engaging with. Q6 new
- 14. Please rank the following in order of who you prefer engaging with. Profile: Bank
- 15. Please rank the following in order of who you prefer engaging with. Profile: Mobile/Cell phone provider
- 16. Please rank the following in order of who you prefer engaging with. Profile: Cable/TV provider
- 17. Please rank the following in order of who you prefer engaging with. Profile: Health insurance company
- 18. Which of the following have you switched service provider for in the last 6-12 months? Q7
- 19. Which of the following have you switched service provider for in the last 6-12 months? Profile: Bank
- 20. Which of the following have you switched service provider for in the last 6-12 months? Profile: #CELLMOB# phone
- 21. Which of the following have you switched service provider for in the last 6-12 months? Profile: Cable/TV service
- 22. Which of the following have you switched service provider for in the last 6-12 months? Profile: None of these
- 23. Have you had to fill out a paper form for something that could have been done digitally in the last 3-6 months? Q8
- 24. Have you had to fill out a paper form for something that could have been done digitally in the last 3-6 months? Profile: Q8
- 25. How many paper bills do you receive each month? Profile: .
- 26. How do you prefer to handle customer service issues? Q10
- 27. How do you prefer to handle customer service issues? Profile: Q10
- 28. Which of the following is most important to you in your engagements with brands and businesses? Q11
- 29. Which of the following is most important to you in your engagements with brands and businesses? Profile: Q11
- 30. When was the last time you were marketed to with something wildly inappropriate? For example, a man being advertised maternity clothes, or a young person being offered a discount on dentures. Q12
- 31. When was the last time you were marketed to with something wildly inappropriate? For example, a man being advertised maternity clothes, or a young person being offered a discount on dentures. Profile: Q12
- 32. How many brands do you engage with that you feel know you, your preferences, and your recent interactions with them? Q13
- 33. Have you been served online advertising for something you had just bought through an online retailer? For example, buying a pair of shoes on a website, and then seeing ads for those same shoes for weeks afterwards. Q14
- 34. Have you been served online advertising for something you had just bought through an online retailer? For example, buying a pair of shoes on a website, and then seeing ads for those same shoes for weeks afterwards. Profile: Q14
- 35. When did a company last offer you something you wanted or needed, before you reached out? For example, calling you when you’ve approached your data cap for your #CELLMOBLOWER# phone and offering you a different plan. Q15
- 36. When did a company last offer you something you wanted or needed, before you reached out? For example, calling you when you’ve approached your data cap for your #CELLMOBLOWER# phone and offering you a different plan. Profile: Q15
- 37. Demographics
- 38. Are you male or female? Gender
- 39. Are you male or female? Profile: Gender
- 40. How old are you? Age
- 41. How old are you? Profile:
- 42. In which of the following regions do you live? RegionUS
- 43. In which of the following regions do you live? Profile: RegionUS
- 44. In which of the following regions do you live? RegionUK
- 45. In which of the following regions do you live? Profile: RegionUK
- 46. In which of the following regions do you live? RegionCanada
- 47. In which of the following regions do you live? Profile: RegionCanada
- 48. In which of the following regions do you live? RegionAUS
- 49. In which of the following regions do you live? Profile: RegionAUS
- 50. How many children live in your household? QChild
- 51. How many children live in your household? Profile: .
- 52. Please indicate which one of the following best describes the profession of the chief income earner in your household. Occupation
- 53. Please indicate which one of the following best describes the profession of the chief income earner in your household. Profile: Occupation
- 54. What is your current working status? WorkingStatus
- 55. What is your current working status? Profile: WorkingStatus