Pegasystems Customer Service Survey

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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. Learn more about our discoveries in this presentation.

Software

• 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

Do you dread calling customer service?
Q1

How long in minutes was your last customer service experience?
Q2

How long in minutes should the ideal customer service experience take?
Q3

Have you had a great customer service experience this week?
Q4

Have you had a bad customer service experience this week?
Q5

Please rank the following in order of who you prefer engaging with.
Q6 new

Which of the following have you switched service provider for in the last 6-12 months?
Q7

Have you had to fill out a paper form for something that could have been done digitally in the last 3-6 months?
Q8

How do you prefer to handle customer service issues?
Q10

Which of the following is most important to you in your engagements with brands and businesses?
Q11

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

How many brands do you engage with that you feel know you, your preferences, and your recent interactions with them?
Q13

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

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

In which of the following regions do you live?
RegionUS

In which of the following regions do you live?
RegionUK

In which of the following regions do you live?
RegionCanada

In which of the following regions do you live?
RegionAUS

How many children live in your household?
QChild

Please indicate which one of the following best describes the profession of the chief income earner in your household.
Occupation

What is your current working status?
WorkingStatus

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Pegasystems Customer Service Survey

1. Customer Service Survey Pegasystems

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

3. (N=4,316) Sample details

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

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