Frequently Frustrating, These Are the Customer Service Aspects That Need Improvement

According to a late 2024 Capgemini Research Institute survey, various aspects of customer service require improvement, as desired by global consumers.

This desire stems from frequent frustrations experienced by global consumers. These aspects include rude customer service representatives, long wait times, lack of issue follow-up, and limited service hours.

The following list details the customer service aspects most frustrating to global consumers and in need of improvement:

• Rude or unprofessional representatives: 54%
• Long wait times: 49%
• Unhelpful or unempathetic representatives: 46%
• Complex of Interactive Voice Response (IVR) options: 42%
• Slow issue resolution: 41%
• Frequent call transfers and repeated explanations of issues: 41%
• Difficulty finding customer service contact information: 40%
• Difficulty accessing human agent: 40%
• Language barriers: 39%
• Limited contact options: 37%
• Lack of follow-up to ensure issue resolution and closure: 37%
• Restricted service hours: 34%

The Capgemini Research Institute notes that older consumers struggle with finding customer service contact information, language barriers, and limited service hours.

Younger consumers, meanwhile, expressed frustration with frequent call transfers and having to repeatedly explain their issues.

According to the Capgemini Research Institute, these major frustrations not only hinder effective relationships but also directly impact customer sentiment towards a brand or company.

“Therefore, there are many areas where the customer service process can be simplified and improved,” stated the Capgemini Research Institute in its report.

The Capgemini Research Institute conducted the survey in November-December 2024, involving 9,500 consumers aged 18 and older from 13 countries across North America, Europe, Asia-Pacific, and Latin America.