customer experience research Archives - Shep Hyken | Customer Service Expert

customer service in 2026

This article answers the question: What do customers think about customer service in 2026? One-sentence answer: Customers say they are generally happy in 2026, but bad experiences are increasing, and when service fails, loyalty disappears fast.

This is How Your Customers Think About Your Customer Service In 2026

I’m very excited to release the 2026 State of Customer Service and CX research report. In January, we surveyed more than 2,000 U.S. consumers, weighted to the population for age, gender, geography, and other population demographics.

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