7th Annual
CONSUMER INDEX REPORT
2022 Key Findings
When it comes to delivering a superior customer experience, are you giving customers what they want?
How do you even know?
The results of the Alvaria 7th Annual Consumer Index report are in.
As a part of our ongoing desire to report on current customer experience sentiment across a variety of customer service and contact centre interactions, Alvaria, in partnership with Farrell Insight, conducted a national study of over 1,000 consumers across a wide range of demographics and industries.
The attitudes and preferences expressed throughout this survey provide insightful detail into how businesses must evolve to keep pace with consumers' expectations for service.
The 2022 report contains discerning intelligence including these key takeaways:
- Customers want it to be easy to speak to a live agent – Frustrations are up 8% – Is it impacting your bottom line?
- Consumer confidence has plummeted across all channels – find out why it’s down 20%
- The most popular channels – SPOILER ALERT – voice and chat are up 8% and 7% respectively
- Customers are demanding human interaction for complex tasks – Up 13%
- Effectiveness is the most important customer experience component for the 3rd year in a row (see below)
Get the Report
Effectiveness, accuracy and the ability to access a live agent have seen an uptick in areas that are important to consumers.
Your success depends on your ability to listen and respond to the voice of your customers.
Get comprehensive details about what we uncovered in the report on demand in the Accelerate platform.
Did you Miss Last Year’s Report?
Get immediate access to our 2021 Consumer Index to better understand the evolution of customer preferences over the last year.
