Only a Few Global Consumers Are Satisfied with Customer Service

According to the Capgemini Research Institute, globally, only a small percentage of consumers are satisfied with the customer service provided by companies/organizations.

On average, only 45% of consumers reported satisfaction, while 33% were neutral, and 22% were dissatisfied.

Breaking it down by sector, the highest consumer satisfaction rate was achieved by insurance companies, at 53%.

The proportion of consumers satisfied with customer service in other sectors was less than 50%.

Here's a breakdown of global consumer satisfaction levels with customer service provided by companies/organizations in various sectors at the end of 2024:

• Insurance companies: 53%
• Banks: 45%
• Consumer product companies: 44%
• Travel and hospitality providers: 39%
• Retailers: 38%
• Automotive companies: 37%
• Telecommunications companies: 35%
• Utilities: 33%
• Government agencies: 25%

According to Capgemini, this low satisfaction is due to a gap between what consumers want and the service they receive.

For example, 61% of consumers want customer service to provide solutions or resolve problems effectively. However, only 45% frequently receive this type of service.

Furthermore, 56% of consumers prioritize quick responses, but only 40% frequently receive such service.

"Improving response time and problem resolution will increase customer satisfaction," Capgemini stated in its report.

Capgemini conducted this survey in November-December 2024, involving 9,500 consumers aged 18 and over across 13 countries in North America, Europe, Asia-Pacific, and Latin America.