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Welcome to Shep Hyken’s ACA Study:
Achieving Customer Amazement

This annual study was created to help you better understand your customers’ preferences, habits, and wants and give you the confidence to make better decisions for your organization’s customer service and CX initiatives. We want your customers to say, “They are amazing!”

The 2022 ACA Study

The 2021 ACA Study

The 2020 ACA Study

Insights from Shep’s Annual CX/CS Research Sponsored by Amazon

Researched and summarized by Shep Hyken, customer service & CX expert

YOUR COMPETITVE ADVANTAGE

78%

of customers would go out of their way to go to a company that has better customer service.

CX WINS NEW BUSINESS

74%

of customers would switch to a competing brand or company if they found out they provided a better customer experience.

PRICE DOESN’T MATTER

58%

customers believe great customer service is more important than price.

CX BUILDS TRUST

83%

of customers trust a company or brand more if they provide an excellent customer service experience, up 4% from 2021.

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Want to Receive Shep’s Latest Customer Service and CX Research?

Sponsored by Amazon

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