{
  "title": "Customer Service Statistics 2026: Bad Service, Satisfaction and AI",
  "url": "https://statisticsglobal.org/customer-service-statistics/",
  "updated": "2026-10-30",
  "licence": "https://statisticsglobal.org/data-licence/",
  "attribution": "Source: [publisher] via StatisticsGlobal (https://statisticsglobal.org/customer-service-statistics/)",
  "statistics": [
    {
      "id": "cx-qx-at-risk-2026",
      "sentence": "Bad customer experiences put an estimated $2.94 trillion of consumer sales at risk worldwide in 2026, according to Qualtrics XM Institute.",
      "value": 2.94,
      "unit": "$ trillion",
      "place": "Worldwide (modelled from 14 countries)",
      "data_year": "2026",
      "source_type": "Vendor report",
      "publisher": "Qualtrics XM Institute",
      "source_title": "$3 Trillion is at Risk due to Bad Customer Experiences in 2026",
      "source_url": "https://www.qualtrics.com/articles/customer-experience/3-trillion-risk-due-bad-customer-experiences-2026",
      "source_published": "12 November 2025, accessed 30 October 2026",
      "archive_url": "https://web.archive.org/web/20260617212037/https://www.qualtrics.com/articles/customer-experience/3-trillion-risk-due-bad-customer-experiences-2026/",
      "sample": "Qualtrics XM Institute Q3 2025 consumer study, 20,001 consumers in 14 countries, weighted by gender, age and income. Sales at risk = share of poor experiences x share leading to cut spending, scaled to household consumption. The 14 countries are 57% of world household consumption; the rest of the world is assumed to match.",
      "method": "",
      "verified_on": "2026-10-30",
      "url": "https://statisticsglobal.org/customer-service-statistics/#stat-cx-qx-at-risk-2026"
    },
    {
      "id": "cx-pwc-stopped-bad-exp-2025",
      "sentence": "52% of US consumers stopped using or buying from a brand after a bad product or service experience in 2025, according to PwC.",
      "value": 52,
      "unit": "%",
      "place": "United States",
      "data_year": "2025",
      "source_type": "Research",
      "publisher": "PwC",
      "source_title": "PwC's 2025 Customer Experience Survey",
      "source_url": "https://www.pwc.com/us/en/services/consulting/business-transformation/library/2025-customer-experience-survey.html",
      "source_published": "29 September 2025, accessed 30 October 2026",
      "archive_url": "https://web.archive.org/web/20260311035116/https://www.pwc.com/us/en/services/consulting/business-transformation/library/2025-customer-experience-survey.html",
      "sample": "Online surveys of 5,511 US adults (weighted to census on age, gender, race, region, income, employment and marital status) and 406 US executives at consumer-facing companies with $100 million+ revenue, 21 May to 30 June 2025.",
      "method": "",
      "verified_on": "2026-10-30",
      "url": "https://statisticsglobal.org/customer-service-statistics/#stat-cx-pwc-stopped-bad-exp-2025"
    },
    {
      "id": "cx-ics-ukcsi-2026",
      "sentence": "UK customer satisfaction scored 78.3 out of 100 in July 2026, up 1 point on a year earlier, according to the Institute of Customer Service.",
      "value": 78.3,
      "unit": "index (0-100)",
      "place": "United Kingdom",
      "data_year": "2026",
      "source_type": "Industry body",
      "publisher": "Institute of Customer Service",
      "source_title": "UK Customer Satisfaction Index (UKCSI), July 2026",
      "source_url": "https://www.instituteofcustomerservice.com/research-insight/ukcsi/",
      "source_published": "July 2026, accessed 30 October 2026",
      "archive_url": "https://web.archive.org/web/20261007020040/https://www.instituteofcustomerservice.com/research-insight/ukcsi/",
      "sample": "UKCSI: online survey of over 15,000 UK consumers (59,500 customer experiences), representative by region, age and gender. Fieldwork 17 Sep to 17 Oct 2025 and 9 Mar to 7 Apr 2026. Customers rate experiences in the previous three months.",
      "method": "",
      "verified_on": "2026-10-30",
      "url": "https://statisticsglobal.org/customer-service-statistics/#stat-cx-ics-ukcsi-2026"
    },
    {
      "id": "cx-gt-human-access-2026",
      "sentence": "87% of customers said companies using GenAI for customer service must offer an option to reach a human agent in 2026, according to Gartner.",
      "value": 87,
      "unit": "%",
      "place": "Global (not stated)",
      "data_year": "2026",
      "source_type": "Research",
      "publisher": "Gartner",
      "source_title": "Gartner Survey Finds 87% of Customers Say Companies Using GenAI for Customer Service Must Provide Access to a Human Agent",
      "source_url": "https://www.gartner.com/en/newsroom/press-releases/2026-08-04-gartner-survey-finds-87-percent-of-customers-say-companies-using-genai-for-customer-service-must-provide-access-to-a-human-agent0",
      "source_published": "4 August 2026, accessed 30 October 2026",
      "archive_url": "https://web.archive.org/web/20261011133745/https://www.gartner.com/en/newsroom/press-releases/2026-08-04-gartner-survey-finds-87-percent-of-customers-say-companies-using-genai-for-customer-service-must-provide-access-to-a-human-agent0",
      "sample": "Gartner survey of 3,566 B2B and B2C customers, February and March 2026. Countries not stated.",
      "method": "",
      "verified_on": "2026-10-30",
      "url": "https://statisticsglobal.org/customer-service-statistics/#stat-cx-gt-human-access-2026"
    },
    {
      "id": "cx-qx-us-share-2026",
      "sentence": "The US accounted for 33% of global sales at risk from bad customer experiences in 2026, calculated by StatisticsGlobal from Qualtrics XM Institute data.",
      "value": 33,
      "unit": "%",
      "place": "United States",
      "data_year": "2026",
      "source_type": "Our analysis",
      "publisher": "Qualtrics XM Institute",
      "source_title": "$3 Trillion is at Risk due to Bad Customer Experiences in 2026",
      "source_url": "https://www.qualtrics.com/articles/customer-experience/3-trillion-risk-due-bad-customer-experiences-2026",
      "source_published": "12 November 2025, accessed 30 October 2026",
      "archive_url": "https://web.archive.org/web/20260617212037/https://www.qualtrics.com/articles/customer-experience/3-trillion-risk-due-bad-customer-experiences-2026/",
      "sample": "Qualtrics XM Institute Q3 2025 consumer study, 20,001 consumers in 14 countries, weighted by gender, age and income. Sales at risk = share of poor experiences x share leading to cut spending, scaled to household consumption. The 14 countries are 57% of world household consumption; the rest of the world is assumed to match.",
      "method": "$973 billion US / $2,940 billion global = 33.1%.",
      "verified_on": "2026-10-30",
      "url": "https://statisticsglobal.org/customer-service-statistics/#stat-cx-qx-us-share-2026"
    },
    {
      "id": "cx-qx-at-risk-2025-est",
      "sentence": "Qualtrics XM Institute estimated $3.8 trillion of global sales were at risk from bad experiences in its 2025 study.",
      "value": 3.8,
      "unit": "$ trillion",
      "place": "Worldwide (modelled)",
      "data_year": "2025",
      "source_type": "Vendor report",
      "publisher": "Qualtrics XM Institute",
      "source_title": "$3 Trillion is at Risk due to Bad Customer Experiences in 2026",
      "source_url": "https://www.qualtrics.com/articles/customer-experience/3-trillion-risk-due-bad-customer-experiences-2026",
      "source_published": "12 November 2025, accessed 30 October 2026",
      "archive_url": "https://web.archive.org/web/20260617212037/https://www.qualtrics.com/articles/customer-experience/3-trillion-risk-due-bad-customer-experiences-2026/",
      "sample": "Qualtrics XM Institute Q3 2025 consumer study, 20,001 consumers in 14 countries, weighted by gender, age and income. Sales at risk = share of poor experiences x share leading to cut spending, scaled to household consumption. The 14 countries are 57% of world household consumption; the rest of the world is assumed to match.",
      "method": "",
      "verified_on": "2026-10-30",
      "url": "https://statisticsglobal.org/customer-service-statistics/#stat-cx-qx-at-risk-2025-est"
    },
    {
      "id": "cx-qx-at-risk-change-2026",
      "sentence": "The global sales at risk from bad experiences fell 23% from $3.8 trillion to $2.94 trillion between the 2025 and 2026 estimates, calculated by StatisticsGlobal from Qualtrics XM Institute data.",
      "value": -23,
      "unit": "%",
      "place": "Worldwide (modelled)",
      "data_year": "2026",
      "source_type": "Our analysis",
      "publisher": "Qualtrics XM Institute",
      "source_title": "$3 Trillion is at Risk due to Bad Customer Experiences in 2026",
      "source_url": "https://www.qualtrics.com/articles/customer-experience/3-trillion-risk-due-bad-customer-experiences-2026",
      "source_published": "12 November 2025, accessed 30 October 2026",
      "archive_url": "https://web.archive.org/web/20260617212037/https://www.qualtrics.com/articles/customer-experience/3-trillion-risk-due-bad-customer-experiences-2026/",
      "sample": "Qualtrics XM Institute Q3 2025 consumer study, 20,001 consumers in 14 countries, weighted by gender, age and income. Sales at risk = share of poor experiences x share leading to cut spending, scaled to household consumption. The 14 countries are 57% of world household consumption; the rest of the world is assumed to match.",
      "method": "($2.94 trillion - $3.8 trillion) / $3.8 trillion = -22.6%, rounded to -23%. Qualtrics changed its country and industry coverage between studies, so part of the fall is method.",
      "verified_on": "2026-10-30",
      "url": "https://statisticsglobal.org/customer-service-statistics/#stat-cx-qx-at-risk-change-2026"
    },
    {
      "id": "cx-qx-decreased-share-2026",
      "sentence": "Reduced spending, not lost customers, made up 71% of the $2.94 trillion at risk from bad experiences in 2026, calculated by StatisticsGlobal from Qualtrics XM Institute data.",
      "value": 71,
      "unit": "%",
      "place": "Worldwide (modelled)",
      "data_year": "2026",
      "source_type": "Our analysis",
      "publisher": "Qualtrics XM Institute",
      "source_title": "$3 Trillion is at Risk due to Bad Customer Experiences in 2026",
      "source_url": "https://www.qualtrics.com/articles/customer-experience/3-trillion-risk-due-bad-customer-experiences-2026",
      "source_published": "12 November 2025, accessed 30 October 2026",
      "archive_url": "https://web.archive.org/web/20260617212037/https://www.qualtrics.com/articles/customer-experience/3-trillion-risk-due-bad-customer-experiences-2026/",
      "sample": "Qualtrics XM Institute Q3 2025 consumer study, 20,001 consumers in 14 countries, weighted by gender, age and income. Sales at risk = share of poor experiences x share leading to cut spending, scaled to household consumption. The 14 countries are 57% of world household consumption; the rest of the world is assumed to match.",
      "method": "$2,075 billion from decreased spending / $2,940 billion total = 70.6%. The other $865 billion is from customers who stopped spending.",
      "verified_on": "2026-10-30",
      "url": "https://statisticsglobal.org/customer-service-statistics/#stat-cx-qx-decreased-share-2026"
    },
    {
      "id": "cx-qx-us-at-risk-2026",
      "sentence": "Bad customer experiences put $973 billion of US consumer sales at risk in 2026, the most of any country, according to Qualtrics XM Institute.",
      "value": 973,
      "unit": "$ billion",
      "place": "United States",
      "data_year": "2026",
      "source_type": "Vendor report",
      "publisher": "Qualtrics XM Institute",
      "source_title": "$3 Trillion is at Risk due to Bad Customer Experiences in 2026",
      "source_url": "https://www.qualtrics.com/articles/customer-experience/3-trillion-risk-due-bad-customer-experiences-2026",
      "source_published": "12 November 2025, accessed 30 October 2026",
      "archive_url": "https://web.archive.org/web/20260617212037/https://www.qualtrics.com/articles/customer-experience/3-trillion-risk-due-bad-customer-experiences-2026/",
      "sample": "Qualtrics XM Institute Q3 2025 consumer study, 20,001 consumers in 14 countries, weighted by gender, age and income. Sales at risk = share of poor experiences x share leading to cut spending, scaled to household consumption. The 14 countries are 57% of world household consumption; the rest of the world is assumed to match.",
      "method": "",
      "verified_on": "2026-10-30",
      "url": "https://statisticsglobal.org/customer-service-statistics/#stat-cx-qx-us-at-risk-2026"
    },
    {
      "id": "cx-qx-uk-at-risk-2026",
      "sentence": "Bad customer experiences put $78 billion of UK consumer sales, or 3.8% of consumption, at risk in 2026, according to Qualtrics XM Institute.",
      "value": 78,
      "unit": "$ billion",
      "place": "United Kingdom",
      "data_year": "2026",
      "source_type": "Vendor report",
      "publisher": "Qualtrics XM Institute",
      "source_title": "$3 Trillion is at Risk due to Bad Customer Experiences in 2026",
      "source_url": "https://www.qualtrics.com/articles/customer-experience/3-trillion-risk-due-bad-customer-experiences-2026",
      "source_published": "12 November 2025, accessed 30 October 2026",
      "archive_url": "https://web.archive.org/web/20260617212037/https://www.qualtrics.com/articles/customer-experience/3-trillion-risk-due-bad-customer-experiences-2026/",
      "sample": "Qualtrics XM Institute Q3 2025 consumer study, 20,001 consumers in 14 countries, weighted by gender, age and income. Sales at risk = share of poor experiences x share leading to cut spending, scaled to household consumption. The 14 countries are 57% of world household consumption; the rest of the world is assumed to match.",
      "method": "",
      "verified_on": "2026-10-30",
      "url": "https://statisticsglobal.org/customer-service-statistics/#stat-cx-qx-uk-at-risk-2026"
    },
    {
      "id": "cx-qx-mexico-rate-2026",
      "sentence": "Mexico had the highest share of consumer spending at risk from bad experiences in 2026, at 8.0%, according to Qualtrics XM Institute.",
      "value": 8,
      "unit": "%",
      "place": "Mexico",
      "data_year": "2026",
      "source_type": "Vendor report",
      "publisher": "Qualtrics XM Institute",
      "source_title": "$3 Trillion is at Risk due to Bad Customer Experiences in 2026",
      "source_url": "https://www.qualtrics.com/articles/customer-experience/3-trillion-risk-due-bad-customer-experiences-2026",
      "source_published": "12 November 2025, accessed 30 October 2026",
      "archive_url": "https://web.archive.org/web/20260617212037/https://www.qualtrics.com/articles/customer-experience/3-trillion-risk-due-bad-customer-experiences-2026/",
      "sample": "Qualtrics XM Institute Q3 2025 consumer study, 20,001 consumers in 14 countries, weighted by gender, age and income. Sales at risk = share of poor experiences x share leading to cut spending, scaled to household consumption. The 14 countries are 57% of world household consumption; the rest of the world is assumed to match.",
      "method": "",
      "verified_on": "2026-10-30",
      "url": "https://statisticsglobal.org/customer-service-statistics/#stat-cx-qx-mexico-rate-2026"
    },
    {
      "id": "cx-qx-japan-rate-2026",
      "sentence": "Japan had the lowest share of consumer spending at risk from bad experiences in 2026, at 1.9%, according to Qualtrics XM Institute.",
      "value": 1.9,
      "unit": "%",
      "place": "Japan",
      "data_year": "2026",
      "source_type": "Vendor report",
      "publisher": "Qualtrics XM Institute",
      "source_title": "$3 Trillion is at Risk due to Bad Customer Experiences in 2026",
      "source_url": "https://www.qualtrics.com/articles/customer-experience/3-trillion-risk-due-bad-customer-experiences-2026",
      "source_published": "12 November 2025, accessed 30 October 2026",
      "archive_url": "https://web.archive.org/web/20260617212037/https://www.qualtrics.com/articles/customer-experience/3-trillion-risk-due-bad-customer-experiences-2026/",
      "sample": "Qualtrics XM Institute Q3 2025 consumer study, 20,001 consumers in 14 countries, weighted by gender, age and income. Sales at risk = share of poor experiences x share leading to cut spending, scaled to household consumption. The 14 countries are 57% of world household consumption; the rest of the world is assumed to match.",
      "method": "",
      "verified_on": "2026-10-30",
      "url": "https://statisticsglobal.org/customer-service-statistics/#stat-cx-qx-japan-rate-2026"
    },
    {
      "id": "cx-qx-mexico-japan-ratio-2026",
      "sentence": "Mexico had 4.2 times Japan's share of consumer spending at risk from bad experiences in 2026, calculated by StatisticsGlobal from Qualtrics XM Institute data.",
      "value": 4.2,
      "unit": "times",
      "place": "Mexico vs Japan",
      "data_year": "2026",
      "source_type": "Our analysis",
      "publisher": "Qualtrics XM Institute",
      "source_title": "$3 Trillion is at Risk due to Bad Customer Experiences in 2026",
      "source_url": "https://www.qualtrics.com/articles/customer-experience/3-trillion-risk-due-bad-customer-experiences-2026",
      "source_published": "12 November 2025, accessed 30 October 2026",
      "archive_url": "https://web.archive.org/web/20260617212037/https://www.qualtrics.com/articles/customer-experience/3-trillion-risk-due-bad-customer-experiences-2026/",
      "sample": "Qualtrics XM Institute Q3 2025 consumer study, 20,001 consumers in 14 countries, weighted by gender, age and income. Sales at risk = share of poor experiences x share leading to cut spending, scaled to household consumption. The 14 countries are 57% of world household consumption; the rest of the world is assumed to match.",
      "method": "8.0% of consumption at risk in Mexico / 1.9% in Japan = 4.2.",
      "verified_on": "2026-10-30",
      "url": "https://statisticsglobal.org/customer-service-statistics/#stat-cx-qx-mexico-japan-ratio-2026"
    },
    {
      "id": "cx-pwc-stopped-poor-cx-2025",
      "sentence": "29% of US consumers stopped using or buying from a brand because of poor customer experience in 2025, according to PwC.",
      "value": 29,
      "unit": "%",
      "place": "United States",
      "data_year": "2025",
      "source_type": "Research",
      "publisher": "PwC",
      "source_title": "PwC's 2025 Customer Experience Survey",
      "source_url": "https://www.pwc.com/us/en/services/consulting/business-transformation/library/2025-customer-experience-survey.html",
      "source_published": "29 September 2025, accessed 30 October 2026",
      "archive_url": "https://web.archive.org/web/20260311035116/https://www.pwc.com/us/en/services/consulting/business-transformation/library/2025-customer-experience-survey.html",
      "sample": "Online surveys of 5,511 US adults (weighted to census on age, gender, race, region, income, employment and marital status) and 406 US executives at consumer-facing companies with $100 million+ revenue, 21 May to 30 June 2025.",
      "method": "",
      "verified_on": "2026-10-30",
      "url": "https://statisticsglobal.org/customer-service-statistics/#stat-cx-pwc-stopped-poor-cx-2025"
    },
    {
      "id": "cx-qx-poor-share-2025",
      "sentence": "11% of consumer experiences were poor across 14 countries in 2025, according to Qualtrics XM Institute.",
      "value": 11,
      "unit": "%",
      "place": "14 countries",
      "data_year": "2025",
      "source_type": "Vendor report",
      "publisher": "Qualtrics XM Institute",
      "source_title": "$3 Trillion is at Risk due to Bad Customer Experiences in 2026",
      "source_url": "https://www.qualtrics.com/articles/customer-experience/3-trillion-risk-due-bad-customer-experiences-2026",
      "source_published": "12 November 2025, accessed 30 October 2026",
      "archive_url": "https://web.archive.org/web/20260617212037/https://www.qualtrics.com/articles/customer-experience/3-trillion-risk-due-bad-customer-experiences-2026/",
      "sample": "Qualtrics XM Institute Q3 2025 consumer study, 20,001 consumers in 14 countries, weighted by gender, age and income. Sales at risk = share of poor experiences x share leading to cut spending, scaled to household consumption. The 14 countries are 57% of world household consumption; the rest of the world is assumed to match.",
      "method": "",
      "verified_on": "2026-10-30",
      "url": "https://statisticsglobal.org/customer-service-statistics/#stat-cx-qx-poor-share-2025"
    },
    {
      "id": "cx-qx-cut-after-bad-2025",
      "sentence": "Consumers cut spending after 47% of bad experiences across 14 countries in 2025, down 8 points on the year before, according to Qualtrics XM Institute.",
      "value": 47,
      "unit": "%",
      "place": "14 countries",
      "data_year": "2025",
      "source_type": "Vendor report",
      "publisher": "Qualtrics XM Institute",
      "source_title": "$3 Trillion is at Risk due to Bad Customer Experiences in 2026",
      "source_url": "https://www.qualtrics.com/articles/customer-experience/3-trillion-risk-due-bad-customer-experiences-2026",
      "source_published": "12 November 2025, accessed 30 October 2026",
      "archive_url": "https://web.archive.org/web/20260617212037/https://www.qualtrics.com/articles/customer-experience/3-trillion-risk-due-bad-customer-experiences-2026/",
      "sample": "Qualtrics XM Institute Q3 2025 consumer study, 20,001 consumers in 14 countries, weighted by gender, age and income. Sales at risk = share of poor experiences x share leading to cut spending, scaled to household consumption. The 14 countries are 57% of world household consumption; the rest of the world is assumed to match.",
      "method": "",
      "verified_on": "2026-10-30",
      "url": "https://statisticsglobal.org/customer-service-statistics/#stat-cx-qx-cut-after-bad-2025"
    },
    {
      "id": "cx-qx-cut-rate-2024",
      "sentence": "Consumers cut spending after about 55% of bad experiences in the previous year's study, compared with 47% in 2025, calculated by StatisticsGlobal from Qualtrics XM Institute data.",
      "value": 55,
      "unit": "%",
      "place": "14 countries",
      "data_year": "2025",
      "source_type": "Our analysis",
      "publisher": "Qualtrics XM Institute",
      "source_title": "$3 Trillion is at Risk due to Bad Customer Experiences in 2026",
      "source_url": "https://www.qualtrics.com/articles/customer-experience/3-trillion-risk-due-bad-customer-experiences-2026",
      "source_published": "12 November 2025, accessed 30 October 2026",
      "archive_url": "https://web.archive.org/web/20260617212037/https://www.qualtrics.com/articles/customer-experience/3-trillion-risk-due-bad-customer-experiences-2026/",
      "sample": "Qualtrics XM Institute Q3 2025 consumer study, 20,001 consumers in 14 countries, weighted by gender, age and income. Sales at risk = share of poor experiences x share leading to cut spending, scaled to household consumption. The 14 countries are 57% of world household consumption; the rest of the world is assumed to match.",
      "method": "47% in 2025 + the 8-point fall Qualtrics reports = 55% in the prior-year study (Q3 2024 fieldwork).",
      "verified_on": "2026-10-30",
      "url": "https://statisticsglobal.org/customer-service-statistics/#stat-cx-qx-cut-rate-2024"
    },
    {
      "id": "cx-qx-reduce-2025",
      "sentence": "34% of consumers in 14 countries reduced their spending with a company after a negative experience in 2025, according to Qualtrics XM Institute.",
      "value": 34,
      "unit": "%",
      "place": "14 countries",
      "data_year": "2025",
      "source_type": "Vendor report",
      "publisher": "Qualtrics XM Institute",
      "source_title": "Businesses Risk $3 Trillion in Sales From Poor Customer Experiences as Consumers Cut Spending",
      "source_url": "https://www.qualtrics.com/articles/news/businesses-risk-3-trillion-sales-poor-customer-experiences-consumers-cut-spending/",
      "source_published": "12 November 2025, accessed 30 October 2026",
      "archive_url": "https://web.archive.org/web/20260423221316/https://www.qualtrics.com/articles/news/businesses-risk-3-trillion-sales-poor-customer-experiences-consumers-cut-spending/",
      "sample": "Qualtrics XM Institute Q3 2025 consumer study, 20,001 consumers in 14 countries, weighted by gender, age and income. Sales at risk = share of poor experiences x share leading to cut spending, scaled to household consumption. The 14 countries are 57% of world household consumption; the rest of the world is assumed to match.",
      "method": "",
      "verified_on": "2026-10-30",
      "url": "https://statisticsglobal.org/customer-service-statistics/#stat-cx-qx-reduce-2025"
    },
    {
      "id": "cx-qx-stop-2025",
      "sentence": "13% of consumers in 14 countries cut their spending with a company entirely after a negative experience in 2025, according to Qualtrics XM Institute.",
      "value": 13,
      "unit": "%",
      "place": "14 countries",
      "data_year": "2025",
      "source_type": "Vendor report",
      "publisher": "Qualtrics XM Institute",
      "source_title": "Businesses Risk $3 Trillion in Sales From Poor Customer Experiences as Consumers Cut Spending",
      "source_url": "https://www.qualtrics.com/articles/news/businesses-risk-3-trillion-sales-poor-customer-experiences-consumers-cut-spending/",
      "source_published": "12 November 2025, accessed 30 October 2026",
      "archive_url": "https://web.archive.org/web/20260423221316/https://www.qualtrics.com/articles/news/businesses-risk-3-trillion-sales-poor-customer-experiences-consumers-cut-spending/",
      "sample": "Qualtrics XM Institute Q3 2025 consumer study, 20,001 consumers in 14 countries, weighted by gender, age and income. Sales at risk = share of poor experiences x share leading to cut spending, scaled to household consumption. The 14 countries are 57% of world household consumption; the rest of the world is assumed to match.",
      "method": "",
      "verified_on": "2026-10-30",
      "url": "https://statisticsglobal.org/customer-service-statistics/#stat-cx-qx-stop-2025"
    },
    {
      "id": "cx-qx-fast-food-2025",
      "sentence": "Consumers cut spending after 62% of bad fast food experiences across 14 countries in 2025, according to Qualtrics XM Institute.",
      "value": 62,
      "unit": "%",
      "place": "14 countries",
      "data_year": "2025",
      "source_type": "Vendor report",
      "publisher": "Qualtrics XM Institute",
      "source_title": "$3 Trillion is at Risk due to Bad Customer Experiences in 2026",
      "source_url": "https://www.qualtrics.com/articles/customer-experience/3-trillion-risk-due-bad-customer-experiences-2026",
      "source_published": "12 November 2025, accessed 30 October 2026",
      "archive_url": "https://web.archive.org/web/20260617212037/https://www.qualtrics.com/articles/customer-experience/3-trillion-risk-due-bad-customer-experiences-2026/",
      "sample": "Qualtrics XM Institute Q3 2025 consumer study, 20,001 consumers in 14 countries, weighted by gender, age and income. Sales at risk = share of poor experiences x share leading to cut spending, scaled to household consumption. The 14 countries are 57% of world household consumption; the rest of the world is assumed to match.",
      "method": "",
      "verified_on": "2026-10-30",
      "url": "https://statisticsglobal.org/customer-service-statistics/#stat-cx-qx-fast-food-2025"
    },
    {
      "id": "cx-qx-online-retail-2025",
      "sentence": "Consumers cut spending after 58% of bad online retail experiences across 14 countries in 2025, according to Qualtrics XM Institute.",
      "value": 58,
      "unit": "%",
      "place": "14 countries",
      "data_year": "2025",
      "source_type": "Vendor report",
      "publisher": "Qualtrics XM Institute",
      "source_title": "$3 Trillion is at Risk due to Bad Customer Experiences in 2026",
      "source_url": "https://www.qualtrics.com/articles/customer-experience/3-trillion-risk-due-bad-customer-experiences-2026",
      "source_published": "12 November 2025, accessed 30 October 2026",
      "archive_url": "https://web.archive.org/web/20260617212037/https://www.qualtrics.com/articles/customer-experience/3-trillion-risk-due-bad-customer-experiences-2026/",
      "sample": "Qualtrics XM Institute Q3 2025 consumer study, 20,001 consumers in 14 countries, weighted by gender, age and income. Sales at risk = share of poor experiences x share leading to cut spending, scaled to household consumption. The 14 countries are 57% of world household consumption; the rest of the world is assumed to match.",
      "method": "",
      "verified_on": "2026-10-30",
      "url": "https://statisticsglobal.org/customer-service-statistics/#stat-cx-qx-online-retail-2025"
    },
    {
      "id": "cx-qx-feedback-2025",
      "sentence": "Only 29% of consumers in 14 countries told the company directly after a bad experience in 2025, down 7.5 points since 2021, according to Qualtrics XM Institute.",
      "value": 29,
      "unit": "%",
      "place": "14 countries",
      "data_year": "2025",
      "source_type": "Vendor report",
      "publisher": "Qualtrics XM Institute",
      "source_title": "AI-Powered Customer Service Fails at Four Times the Rate of Other Tasks (2026 Consumer Experience Trends Report)",
      "source_url": "https://www.qualtrics.com/articles/news/ai-powered-customer-service-fails-at-four-times-the-rate-of-other-tasks/",
      "source_published": "7 October 2025, accessed 30 October 2026",
      "archive_url": "https://web.archive.org/web/20260513004704/https://www.qualtrics.com/articles/news/ai-powered-customer-service-fails-at-four-times-the-rate-of-other-tasks/",
      "sample": "Qualtrics XM Institute 2026 Consumer Experience Trends Report, more than 20,000 consumers in 14 countries, Q3 2025, weighted by gender, age and income.",
      "method": "",
      "verified_on": "2026-10-30",
      "url": "https://statisticsglobal.org/customer-service-statistics/#stat-cx-qx-feedback-2025"
    },
    {
      "id": "cx-qx-feedback-2021",
      "sentence": "About 36.5% of consumers told the company directly after a bad experience in 2021, against 29% in 2025, calculated by StatisticsGlobal from Qualtrics XM Institute data.",
      "value": 36.5,
      "unit": "%",
      "place": "14 countries",
      "data_year": "2025",
      "source_type": "Our analysis",
      "publisher": "Qualtrics XM Institute",
      "source_title": "AI-Powered Customer Service Fails at Four Times the Rate of Other Tasks (2026 Consumer Experience Trends Report)",
      "source_url": "https://www.qualtrics.com/articles/news/ai-powered-customer-service-fails-at-four-times-the-rate-of-other-tasks/",
      "source_published": "7 October 2025, accessed 30 October 2026",
      "archive_url": "https://web.archive.org/web/20260513004704/https://www.qualtrics.com/articles/news/ai-powered-customer-service-fails-at-four-times-the-rate-of-other-tasks/",
      "sample": "Qualtrics XM Institute 2026 Consumer Experience Trends Report, more than 20,000 consumers in 14 countries, Q3 2025, weighted by gender, age and income.",
      "method": "29% in 2025 + the 7.5-point fall since 2021 = 36.5% in 2021.",
      "verified_on": "2026-10-30",
      "url": "https://statisticsglobal.org/customer-service-statistics/#stat-cx-qx-feedback-2021"
    },
    {
      "id": "cx-qx-silent-2025",
      "sentence": "30% of consumers in 14 countries said nothing at all after a bad experience in 2025, up 9 points since 2021, according to Qualtrics XM Institute.",
      "value": 30,
      "unit": "%",
      "place": "14 countries",
      "data_year": "2025",
      "source_type": "Vendor report",
      "publisher": "Qualtrics XM Institute",
      "source_title": "AI-Powered Customer Service Fails at Four Times the Rate of Other Tasks (2026 Consumer Experience Trends Report)",
      "source_url": "https://www.qualtrics.com/articles/news/ai-powered-customer-service-fails-at-four-times-the-rate-of-other-tasks/",
      "source_published": "7 October 2025, accessed 30 October 2026",
      "archive_url": "https://web.archive.org/web/20260513004704/https://www.qualtrics.com/articles/news/ai-powered-customer-service-fails-at-four-times-the-rate-of-other-tasks/",
      "sample": "Qualtrics XM Institute 2026 Consumer Experience Trends Report, more than 20,000 consumers in 14 countries, Q3 2025, weighted by gender, age and income.",
      "method": "",
      "verified_on": "2026-10-30",
      "url": "https://statisticsglobal.org/customer-service-statistics/#stat-cx-qx-silent-2025"
    },
    {
      "id": "cx-qx-silent-2021",
      "sentence": "About 21% of consumers said nothing at all after a bad experience in 2021, against 30% in 2025, calculated by StatisticsGlobal from Qualtrics XM Institute data.",
      "value": 21,
      "unit": "%",
      "place": "14 countries",
      "data_year": "2025",
      "source_type": "Our analysis",
      "publisher": "Qualtrics XM Institute",
      "source_title": "AI-Powered Customer Service Fails at Four Times the Rate of Other Tasks (2026 Consumer Experience Trends Report)",
      "source_url": "https://www.qualtrics.com/articles/news/ai-powered-customer-service-fails-at-four-times-the-rate-of-other-tasks/",
      "source_published": "7 October 2025, accessed 30 October 2026",
      "archive_url": "https://web.archive.org/web/20260513004704/https://www.qualtrics.com/articles/news/ai-powered-customer-service-fails-at-four-times-the-rate-of-other-tasks/",
      "sample": "Qualtrics XM Institute 2026 Consumer Experience Trends Report, more than 20,000 consumers in 14 countries, Q3 2025, weighted by gender, age and income.",
      "method": "30% in 2025 - the 9-point rise since 2021 = 21% in 2021.",
      "verified_on": "2026-10-30",
      "url": "https://statisticsglobal.org/customer-service-statistics/#stat-cx-qx-silent-2021"
    },
    {
      "id": "cx-ics-ukcsi-2025",
      "sentence": "UK customer satisfaction scored 77.3 out of 100 in July 2025, calculated by StatisticsGlobal from Institute of Customer Service data.",
      "value": 77.3,
      "unit": "index (0-100)",
      "place": "United Kingdom",
      "data_year": "2025",
      "source_type": "Our analysis",
      "publisher": "Institute of Customer Service",
      "source_title": "UK Customer Satisfaction Index (UKCSI), July 2026",
      "source_url": "https://www.instituteofcustomerservice.com/research-insight/ukcsi/",
      "source_published": "July 2026, accessed 30 October 2026",
      "archive_url": "https://web.archive.org/web/20261007020040/https://www.instituteofcustomerservice.com/research-insight/ukcsi/",
      "sample": "UKCSI: online survey of over 15,000 UK consumers (59,500 customer experiences), representative by region, age and gender. Fieldwork 17 Sep to 17 Oct 2025 and 9 Mar to 7 Apr 2026. Customers rate experiences in the previous three months.",
      "method": "July 2026 UKCSI of 78.3 - the 1-point year-on-year rise = 77.3.",
      "verified_on": "2026-10-30",
      "url": "https://statisticsglobal.org/customer-service-statistics/#stat-cx-ics-ukcsi-2025"
    },
    {
      "id": "cx-ics-banks-2026",
      "sentence": "Banks and building societies were the top UK sector for customer satisfaction for the first time in July 2026, scoring 82.0, according to the Institute of Customer Service.",
      "value": 82,
      "unit": "index (0-100)",
      "place": "United Kingdom",
      "data_year": "2026",
      "source_type": "Industry body",
      "publisher": "Institute of Customer Service",
      "source_title": "UK Customer Satisfaction Index (UKCSI), July 2026",
      "source_url": "https://www.instituteofcustomerservice.com/research-insight/ukcsi/",
      "source_published": "July 2026, accessed 30 October 2026",
      "archive_url": "https://web.archive.org/web/20261007020040/https://www.instituteofcustomerservice.com/research-insight/ukcsi/",
      "sample": "UKCSI: online survey of over 15,000 UK consumers (59,500 customer experiences), representative by region, age and gender. Fieldwork 17 Sep to 17 Oct 2025 and 9 Mar to 7 Apr 2026. Customers rate experiences in the previous three months.",
      "method": "",
      "verified_on": "2026-10-30",
      "url": "https://statisticsglobal.org/customer-service-statistics/#stat-cx-ics-banks-2026"
    },
    {
      "id": "cx-ics-banks-2025",
      "sentence": "UK banks and building societies scored 81.1 out of 100 for customer satisfaction in July 2025, calculated by StatisticsGlobal from Institute of Customer Service data.",
      "value": 81.1,
      "unit": "index (0-100)",
      "place": "United Kingdom",
      "data_year": "2025",
      "source_type": "Our analysis",
      "publisher": "Institute of Customer Service",
      "source_title": "UK Customer Satisfaction Index (UKCSI), July 2026",
      "source_url": "https://www.instituteofcustomerservice.com/research-insight/ukcsi/",
      "source_published": "July 2026, accessed 30 October 2026",
      "archive_url": "https://web.archive.org/web/20261007020040/https://www.instituteofcustomerservice.com/research-insight/ukcsi/",
      "sample": "UKCSI: online survey of over 15,000 UK consumers (59,500 customer experiences), representative by region, age and gender. Fieldwork 17 Sep to 17 Oct 2025 and 9 Mar to 7 Apr 2026. Customers rate experiences in the previous three months.",
      "method": "July 2026 sector score of 82.0 - the 0.9-point rise on July 2025 = 81.1.",
      "verified_on": "2026-10-30",
      "url": "https://statisticsglobal.org/customer-service-statistics/#stat-cx-ics-banks-2025"
    },
    {
      "id": "cx-ics-sectors-up-2026",
      "sentence": "6 of 13 UK sectors improved customer satisfaction by more than 1 point between July 2025 and July 2026, according to the Institute of Customer Service.",
      "value": 6,
      "unit": "sectors",
      "place": "United Kingdom",
      "data_year": "2026",
      "source_type": "Industry body",
      "publisher": "Institute of Customer Service",
      "source_title": "UK Customer Satisfaction Index (UKCSI), July 2026",
      "source_url": "https://www.instituteofcustomerservice.com/research-insight/ukcsi/",
      "source_published": "July 2026, accessed 30 October 2026",
      "archive_url": "https://web.archive.org/web/20261007020040/https://www.instituteofcustomerservice.com/research-insight/ukcsi/",
      "sample": "UKCSI: online survey of over 15,000 UK consumers (59,500 customer experiences), representative by region, age and gender. Fieldwork 17 Sep to 17 Oct 2025 and 9 Mar to 7 Apr 2026. Customers rate experiences in the previous three months.",
      "method": "",
      "verified_on": "2026-10-30",
      "url": "https://statisticsglobal.org/customer-service-statistics/#stat-cx-ics-sectors-up-2026"
    },
    {
      "id": "cx-ics-telecoms-2026",
      "sentence": "UK telecommunications and media scored 76.6 out of 100 for customer satisfaction in July 2026, up 2.2 points on a year earlier, according to the Institute of Customer Service.",
      "value": 76.6,
      "unit": "index (0-100)",
      "place": "United Kingdom",
      "data_year": "2026",
      "source_type": "Industry body",
      "publisher": "Institute of Customer Service",
      "source_title": "UK Customer Satisfaction Index (UKCSI), July 2026",
      "source_url": "https://www.instituteofcustomerservice.com/research-insight/ukcsi/",
      "source_published": "July 2026, accessed 30 October 2026",
      "archive_url": "https://web.archive.org/web/20261007020040/https://www.instituteofcustomerservice.com/research-insight/ukcsi/",
      "sample": "UKCSI: online survey of over 15,000 UK consumers (59,500 customer experiences), representative by region, age and gender. Fieldwork 17 Sep to 17 Oct 2025 and 9 Mar to 7 Apr 2026. Customers rate experiences in the previous three months.",
      "method": "",
      "verified_on": "2026-10-30",
      "url": "https://statisticsglobal.org/customer-service-statistics/#stat-cx-ics-telecoms-2026"
    },
    {
      "id": "cx-ics-retail-food-2026",
      "sentence": "UK food retail scored 80.6 out of 100 for customer satisfaction in July 2026, unchanged on July 2025, according to the Institute of Customer Service.",
      "value": 80.6,
      "unit": "index (0-100)",
      "place": "United Kingdom",
      "data_year": "2026",
      "source_type": "Industry body",
      "publisher": "Institute of Customer Service",
      "source_title": "UK Customer Satisfaction Index (UKCSI), July 2026",
      "source_url": "https://www.instituteofcustomerservice.com/research-insight/ukcsi/",
      "source_published": "July 2026, accessed 30 October 2026",
      "archive_url": "https://web.archive.org/web/20261007020040/https://www.instituteofcustomerservice.com/research-insight/ukcsi/",
      "sample": "UKCSI: online survey of over 15,000 UK consumers (59,500 customer experiences), representative by region, age and gender. Fieldwork 17 Sep to 17 Oct 2025 and 9 Mar to 7 Apr 2026. Customers rate experiences in the previous three months.",
      "method": "",
      "verified_on": "2026-10-30",
      "url": "https://statisticsglobal.org/customer-service-statistics/#stat-cx-ics-retail-food-2026"
    },
    {
      "id": "cx-ics-utilities-2026",
      "sentence": "UK utilities scored 73.7 out of 100 for customer satisfaction in July 2026, up 2 points on July 2025, according to the Institute of Customer Service.",
      "value": 73.7,
      "unit": "index (0-100)",
      "place": "United Kingdom",
      "data_year": "2026",
      "source_type": "Industry body",
      "publisher": "Institute of Customer Service",
      "source_title": "UK Customer Satisfaction Index (UKCSI), July 2026",
      "source_url": "https://www.instituteofcustomerservice.com/research-insight/ukcsi/",
      "source_published": "July 2026, accessed 30 October 2026",
      "archive_url": "https://web.archive.org/web/20261007020040/https://www.instituteofcustomerservice.com/research-insight/ukcsi/",
      "sample": "UKCSI: online survey of over 15,000 UK consumers (59,500 customer experiences), representative by region, age and gender. Fieldwork 17 Sep to 17 Oct 2025 and 9 Mar to 7 Apr 2026. Customers rate experiences in the previous three months.",
      "method": "",
      "verified_on": "2026-10-30",
      "url": "https://statisticsglobal.org/customer-service-statistics/#stat-cx-ics-utilities-2026"
    },
    {
      "id": "cx-ics-banks-utilities-gap-2026",
      "sentence": "UK banks led utilities by 8.3 points on customer satisfaction in July 2026, calculated by StatisticsGlobal from Institute of Customer Service data.",
      "value": 8.3,
      "unit": "points",
      "place": "United Kingdom",
      "data_year": "2026",
      "source_type": "Our analysis",
      "publisher": "Institute of Customer Service",
      "source_title": "UK Customer Satisfaction Index (UKCSI), July 2026",
      "source_url": "https://www.instituteofcustomerservice.com/research-insight/ukcsi/",
      "source_published": "July 2026, accessed 30 October 2026",
      "archive_url": "https://web.archive.org/web/20261007020040/https://www.instituteofcustomerservice.com/research-insight/ukcsi/",
      "sample": "UKCSI: online survey of over 15,000 UK consumers (59,500 customer experiences), representative by region, age and gender. Fieldwork 17 Sep to 17 Oct 2025 and 9 Mar to 7 Apr 2026. Customers rate experiences in the previous three months.",
      "method": "Banks and building societies 82.0 - utilities 73.7 = 8.3 points.",
      "verified_on": "2026-10-30",
      "url": "https://statisticsglobal.org/customer-service-statistics/#stat-cx-ics-banks-utilities-gap-2026"
    },
    {
      "id": "cx-gt-leaders-pressure-2025",
      "sentence": "91% of customer service and support leaders reported pressure from executives to implement AI in 2025, according to Gartner.",
      "value": 91,
      "unit": "%",
      "place": "Global (not stated)",
      "data_year": "2025",
      "source_type": "Research",
      "publisher": "Gartner",
      "source_title": "Gartner Survey Finds 91% of Customer Service Leaders Under Pressure to Implement AI in 2026",
      "source_url": "https://www.gartner.com/en/newsroom/press-releases/2026-02-18-gartner-survey-finds-ninety-one-percent-of-customer-service-leaders-under-pressure-to-implement-ai-in-2026",
      "source_published": "18 February 2026, accessed 30 October 2026",
      "archive_url": "https://web.archive.org/web/20261018195319/https://www.gartner.com/en/newsroom/press-releases/2026-02-18-gartner-survey-finds-ninety-one-percent-of-customer-service-leaders-under-pressure-to-implement-ai-in-2026",
      "sample": "Gartner survey of 321 customer service and support leaders, October 2025. Countries not stated.",
      "method": "",
      "verified_on": "2026-10-30",
      "url": "https://statisticsglobal.org/customer-service-statistics/#stat-cx-gt-leaders-pressure-2025"
    },
    {
      "id": "cx-gt-new-skills-2025",
      "sentence": "84% of customer service leaders planned to add new skills to the agent role and adjust hiring profiles in 2025, according to Gartner.",
      "value": 84,
      "unit": "%",
      "place": "Global (not stated)",
      "data_year": "2025",
      "source_type": "Research",
      "publisher": "Gartner",
      "source_title": "Gartner Survey Finds 91% of Customer Service Leaders Under Pressure to Implement AI in 2026",
      "source_url": "https://www.gartner.com/en/newsroom/press-releases/2026-02-18-gartner-survey-finds-ninety-one-percent-of-customer-service-leaders-under-pressure-to-implement-ai-in-2026",
      "source_published": "18 February 2026, accessed 30 October 2026",
      "archive_url": "https://web.archive.org/web/20261018195319/https://www.gartner.com/en/newsroom/press-releases/2026-02-18-gartner-survey-finds-ninety-one-percent-of-customer-service-leaders-under-pressure-to-implement-ai-in-2026",
      "sample": "Gartner survey of 321 customer service and support leaders, October 2025. Countries not stated.",
      "method": "",
      "verified_on": "2026-10-30",
      "url": "https://statisticsglobal.org/customer-service-statistics/#stat-cx-gt-new-skills-2025"
    },
    {
      "id": "cx-gt-km-upskill-2025",
      "sentence": "58% of customer service leaders aimed to upskill agents into knowledge management specialists in 2025, according to Gartner.",
      "value": 58,
      "unit": "%",
      "place": "Global (not stated)",
      "data_year": "2025",
      "source_type": "Research",
      "publisher": "Gartner",
      "source_title": "Gartner Survey Finds 91% of Customer Service Leaders Under Pressure to Implement AI in 2026",
      "source_url": "https://www.gartner.com/en/newsroom/press-releases/2026-02-18-gartner-survey-finds-ninety-one-percent-of-customer-service-leaders-under-pressure-to-implement-ai-in-2026",
      "source_published": "18 February 2026, accessed 30 October 2026",
      "archive_url": "https://web.archive.org/web/20261018195319/https://www.gartner.com/en/newsroom/press-releases/2026-02-18-gartner-survey-finds-ninety-one-percent-of-customer-service-leaders-under-pressure-to-implement-ai-in-2026",
      "sample": "Gartner survey of 321 customer service and support leaders, October 2025. Countries not stated.",
      "method": "",
      "verified_on": "2026-10-30",
      "url": "https://statisticsglobal.org/customer-service-statistics/#stat-cx-gt-km-upskill-2025"
    },
    {
      "id": "cx-gt-genai-easier-2026",
      "sentence": "50% of customers said their service interactions were easier when companies used GenAI in 2026, according to Gartner.",
      "value": 50,
      "unit": "%",
      "place": "Global (not stated)",
      "data_year": "2026",
      "source_type": "Research",
      "publisher": "Gartner",
      "source_title": "Gartner Survey Finds 87% of Customers Say Companies Using GenAI for Customer Service Must Provide Access to a Human Agent",
      "source_url": "https://www.gartner.com/en/newsroom/press-releases/2026-08-04-gartner-survey-finds-87-percent-of-customers-say-companies-using-genai-for-customer-service-must-provide-access-to-a-human-agent0",
      "source_published": "4 August 2026, accessed 30 October 2026",
      "archive_url": "https://web.archive.org/web/20261011133745/https://www.gartner.com/en/newsroom/press-releases/2026-08-04-gartner-survey-finds-87-percent-of-customers-say-companies-using-genai-for-customer-service-must-provide-access-to-a-human-agent0",
      "sample": "Gartner survey of 3,566 B2B and B2C customers, February and March 2026. Countries not stated.",
      "method": "",
      "verified_on": "2026-10-30",
      "url": "https://statisticsglobal.org/customer-service-statistics/#stat-cx-gt-genai-easier-2026"
    },
    {
      "id": "cx-gt-human-vs-easier-gap-2026",
      "sentence": "The share of customers wanting a route to a human agent was 37 points higher than the share finding GenAI service easier in 2026, calculated by StatisticsGlobal from Gartner data.",
      "value": 37,
      "unit": "points",
      "place": "Global (not stated)",
      "data_year": "2026",
      "source_type": "Our analysis",
      "publisher": "Gartner",
      "source_title": "Gartner Survey Finds 87% of Customers Say Companies Using GenAI for Customer Service Must Provide Access to a Human Agent",
      "source_url": "https://www.gartner.com/en/newsroom/press-releases/2026-08-04-gartner-survey-finds-87-percent-of-customers-say-companies-using-genai-for-customer-service-must-provide-access-to-a-human-agent0",
      "source_published": "4 August 2026, accessed 30 October 2026",
      "archive_url": "https://web.archive.org/web/20261011133745/https://www.gartner.com/en/newsroom/press-releases/2026-08-04-gartner-survey-finds-87-percent-of-customers-say-companies-using-genai-for-customer-service-must-provide-access-to-a-human-agent0",
      "sample": "Gartner survey of 3,566 B2B and B2C customers, February and March 2026. Countries not stated.",
      "method": "87% say an option to reach a human is essential - 50% say interactions are easier with GenAI = 37 percentage points.",
      "verified_on": "2026-10-30",
      "url": "https://statisticsglobal.org/customer-service-statistics/#stat-cx-gt-human-vs-easier-gap-2026"
    },
    {
      "id": "cx-gt-genai-task-2026",
      "sentence": "58% of customers who use GenAI had used it to complete a task on their behalf in 2026, rising to 74% in B2B, according to Gartner.",
      "value": 58,
      "unit": "%",
      "place": "Global (not stated)",
      "data_year": "2026",
      "source_type": "Research",
      "publisher": "Gartner",
      "source_title": "Gartner Survey Finds 87% of Customers Say Companies Using GenAI for Customer Service Must Provide Access to a Human Agent",
      "source_url": "https://www.gartner.com/en/newsroom/press-releases/2026-08-04-gartner-survey-finds-87-percent-of-customers-say-companies-using-genai-for-customer-service-must-provide-access-to-a-human-agent0",
      "source_published": "4 August 2026, accessed 30 October 2026",
      "archive_url": "https://web.archive.org/web/20261011133745/https://www.gartner.com/en/newsroom/press-releases/2026-08-04-gartner-survey-finds-87-percent-of-customers-say-companies-using-genai-for-customer-service-must-provide-access-to-a-human-agent0",
      "sample": "Gartner survey of 3,566 B2B and B2C customers, February and March 2026. Countries not stated.",
      "method": "",
      "verified_on": "2026-10-30",
      "url": "https://statisticsglobal.org/customer-service-statistics/#stat-cx-gt-genai-task-2026"
    },
    {
      "id": "cx-gt-third-party-2026",
      "sentence": "Customers were about 3 times more likely to use third-party GenAI tools than company chatbots in their latest service interaction in 2026, according to Gartner.",
      "value": 3,
      "unit": "times",
      "place": "Global (not stated)",
      "data_year": "2026",
      "source_type": "Research",
      "publisher": "Gartner",
      "source_title": "Gartner Survey Finds 87% of Customers Say Companies Using GenAI for Customer Service Must Provide Access to a Human Agent",
      "source_url": "https://www.gartner.com/en/newsroom/press-releases/2026-08-04-gartner-survey-finds-87-percent-of-customers-say-companies-using-genai-for-customer-service-must-provide-access-to-a-human-agent0",
      "source_published": "4 August 2026, accessed 30 October 2026",
      "archive_url": "https://web.archive.org/web/20261011133745/https://www.gartner.com/en/newsroom/press-releases/2026-08-04-gartner-survey-finds-87-percent-of-customers-say-companies-using-genai-for-customer-service-must-provide-access-to-a-human-agent0",
      "sample": "Gartner survey of 3,566 B2B and B2C customers, February and March 2026. Countries not stated.",
      "method": "",
      "verified_on": "2026-10-30",
      "url": "https://statisticsglobal.org/customer-service-statistics/#stat-cx-gt-third-party-2026"
    },
    {
      "id": "cx-pwc-human-important-2025",
      "sentence": "86% of US consumers said human interaction is moderately or very important to their brand experience in 2025, according to PwC.",
      "value": 86,
      "unit": "%",
      "place": "United States",
      "data_year": "2025",
      "source_type": "Research",
      "publisher": "PwC",
      "source_title": "PwC's 2025 Customer Experience Survey",
      "source_url": "https://www.pwc.com/us/en/services/consulting/business-transformation/library/2025-customer-experience-survey.html",
      "source_published": "29 September 2025, accessed 30 October 2026",
      "archive_url": "https://web.archive.org/web/20260311035116/https://www.pwc.com/us/en/services/consulting/business-transformation/library/2025-customer-experience-survey.html",
      "sample": "Online surveys of 5,511 US adults (weighted to census on age, gender, race, region, income, employment and marital status) and 406 US executives at consumer-facing companies with $100 million+ revenue, 21 May to 30 June 2025.",
      "method": "",
      "verified_on": "2026-10-30",
      "url": "https://statisticsglobal.org/customer-service-statistics/#stat-cx-pwc-human-important-2025"
    },
    {
      "id": "cx-pwc-ai-uneasy-2025",
      "sentence": "58% of US consumers were only somewhat or not at all comfortable using AI tools to engage with brands in 2025, according to PwC.",
      "value": 58,
      "unit": "%",
      "place": "United States",
      "data_year": "2025",
      "source_type": "Research",
      "publisher": "PwC",
      "source_title": "PwC's 2025 Customer Experience Survey",
      "source_url": "https://www.pwc.com/us/en/services/consulting/business-transformation/library/2025-customer-experience-survey.html",
      "source_published": "29 September 2025, accessed 30 October 2026",
      "archive_url": "https://web.archive.org/web/20260311035116/https://www.pwc.com/us/en/services/consulting/business-transformation/library/2025-customer-experience-survey.html",
      "sample": "Online surveys of 5,511 US adults (weighted to census on age, gender, race, region, income, employment and marital status) and 406 US executives at consumer-facing companies with $100 million+ revenue, 21 May to 30 June 2025.",
      "method": "",
      "verified_on": "2026-10-30",
      "url": "https://statisticsglobal.org/customer-service-statistics/#stat-cx-pwc-ai-uneasy-2025"
    },
    {
      "id": "cx-pwc-ai-track-2025",
      "sentence": "49% of US consumers were likely to use AI to track an order or delivery status in 2025, according to PwC.",
      "value": 49,
      "unit": "%",
      "place": "United States",
      "data_year": "2025",
      "source_type": "Research",
      "publisher": "PwC",
      "source_title": "PwC's 2025 Customer Experience Survey",
      "source_url": "https://www.pwc.com/us/en/services/consulting/business-transformation/library/2025-customer-experience-survey.html",
      "source_published": "29 September 2025, accessed 30 October 2026",
      "archive_url": "https://web.archive.org/web/20260311035116/https://www.pwc.com/us/en/services/consulting/business-transformation/library/2025-customer-experience-survey.html",
      "sample": "Online surveys of 5,511 US adults (weighted to census on age, gender, race, region, income, employment and marital status) and 406 US executives at consumer-facing companies with $100 million+ revenue, 21 May to 30 June 2025.",
      "method": "",
      "verified_on": "2026-10-30",
      "url": "https://statisticsglobal.org/customer-service-statistics/#stat-cx-pwc-ai-track-2025"
    },
    {
      "id": "cx-pwc-ai-pay-2025",
      "sentence": "29% of US consumers would use AI to make a payment in 2025, according to PwC.",
      "value": 29,
      "unit": "%",
      "place": "United States",
      "data_year": "2025",
      "source_type": "Research",
      "publisher": "PwC",
      "source_title": "PwC's 2025 Customer Experience Survey",
      "source_url": "https://www.pwc.com/us/en/services/consulting/business-transformation/library/2025-customer-experience-survey.html",
      "source_published": "29 September 2025, accessed 30 October 2026",
      "archive_url": "https://web.archive.org/web/20260311035116/https://www.pwc.com/us/en/services/consulting/business-transformation/library/2025-customer-experience-survey.html",
      "sample": "Online surveys of 5,511 US adults (weighted to census on age, gender, race, region, income, employment and marital status) and 406 US executives at consumer-facing companies with $100 million+ revenue, 21 May to 30 June 2025.",
      "method": "",
      "verified_on": "2026-10-30",
      "url": "https://statisticsglobal.org/customer-service-statistics/#stat-cx-pwc-ai-pay-2025"
    },
    {
      "id": "cx-pwc-ai-task-gap-2025",
      "sentence": "US consumers were 20 points more willing to use AI to track an order than to make a payment in 2025, calculated by StatisticsGlobal from PwC data.",
      "value": 20,
      "unit": "points",
      "place": "United States",
      "data_year": "2025",
      "source_type": "Our analysis",
      "publisher": "PwC",
      "source_title": "PwC's 2025 Customer Experience Survey",
      "source_url": "https://www.pwc.com/us/en/services/consulting/business-transformation/library/2025-customer-experience-survey.html",
      "source_published": "29 September 2025, accessed 30 October 2026",
      "archive_url": "https://web.archive.org/web/20260311035116/https://www.pwc.com/us/en/services/consulting/business-transformation/library/2025-customer-experience-survey.html",
      "sample": "Online surveys of 5,511 US adults (weighted to census on age, gender, race, region, income, employment and marital status) and 406 US executives at consumer-facing companies with $100 million+ revenue, 21 May to 30 June 2025.",
      "method": "49% likely to use AI to track an order or delivery - 29% would use AI to make a payment = 20 percentage points.",
      "verified_on": "2026-10-30",
      "url": "https://statisticsglobal.org/customer-service-statistics/#stat-cx-pwc-ai-task-gap-2025"
    },
    {
      "id": "cx-pwc-human-vs-ai-gap-2025",
      "sentence": "Human interaction mattered to 86% of US consumers in 2025, 37 points more than the 49% who would use AI to track an order, calculated by StatisticsGlobal from PwC data.",
      "value": 37,
      "unit": "points",
      "place": "United States",
      "data_year": "2025",
      "source_type": "Our analysis",
      "publisher": "PwC",
      "source_title": "PwC's 2025 Customer Experience Survey",
      "source_url": "https://www.pwc.com/us/en/services/consulting/business-transformation/library/2025-customer-experience-survey.html",
      "source_published": "29 September 2025, accessed 30 October 2026",
      "archive_url": "https://web.archive.org/web/20260311035116/https://www.pwc.com/us/en/services/consulting/business-transformation/library/2025-customer-experience-survey.html",
      "sample": "Online surveys of 5,511 US adults (weighted to census on age, gender, race, region, income, employment and marital status) and 406 US executives at consumer-facing companies with $100 million+ revenue, 21 May to 30 June 2025.",
      "method": "86% say human interaction is moderately or very important - 49% likely to use AI to track an order = 37 percentage points.",
      "verified_on": "2026-10-30",
      "url": "https://statisticsglobal.org/customer-service-statistics/#stat-cx-pwc-human-vs-ai-gap-2025"
    },
    {
      "id": "cx-qx-ai-fail-2025",
      "sentence": "Consumers who used AI for customer service were almost 4 times as likely to see no benefit as with AI use in general in 2025, according to Qualtrics XM Institute.",
      "value": 4,
      "unit": "times",
      "place": "14 countries",
      "data_year": "2025",
      "source_type": "Vendor report",
      "publisher": "Qualtrics XM Institute",
      "source_title": "AI-Powered Customer Service Fails at Four Times the Rate of Other Tasks (2026 Consumer Experience Trends Report)",
      "source_url": "https://www.qualtrics.com/articles/news/ai-powered-customer-service-fails-at-four-times-the-rate-of-other-tasks/",
      "source_published": "7 October 2025, accessed 30 October 2026",
      "archive_url": "https://web.archive.org/web/20260513004704/https://www.qualtrics.com/articles/news/ai-powered-customer-service-fails-at-four-times-the-rate-of-other-tasks/",
      "sample": "Qualtrics XM Institute 2026 Consumer Experience Trends Report, more than 20,000 consumers in 14 countries, Q3 2025, weighted by gender, age and income.",
      "method": "",
      "verified_on": "2026-10-30",
      "url": "https://statisticsglobal.org/customer-service-statistics/#stat-cx-qx-ai-fail-2025"
    },
    {
      "id": "cx-qx-no-human-2025",
      "sentence": "Half of consumers in 14 countries were concerned that company AI use would stop them reaching a human in 2025, according to Qualtrics XM Institute.",
      "value": 50,
      "unit": "%",
      "place": "14 countries",
      "data_year": "2025",
      "source_type": "Vendor report",
      "publisher": "Qualtrics XM Institute",
      "source_title": "AI-Powered Customer Service Fails at Four Times the Rate of Other Tasks (2026 Consumer Experience Trends Report)",
      "source_url": "https://www.qualtrics.com/articles/news/ai-powered-customer-service-fails-at-four-times-the-rate-of-other-tasks/",
      "source_published": "7 October 2025, accessed 30 October 2026",
      "archive_url": "https://web.archive.org/web/20260513004704/https://www.qualtrics.com/articles/news/ai-powered-customer-service-fails-at-four-times-the-rate-of-other-tasks/",
      "sample": "Qualtrics XM Institute 2026 Consumer Experience Trends Report, more than 20,000 consumers in 14 countries, Q3 2025, weighted by gender, age and income.",
      "method": "",
      "verified_on": "2026-10-30",
      "url": "https://statisticsglobal.org/customer-service-statistics/#stat-cx-qx-no-human-2025"
    },
    {
      "id": "cx-qx-data-misuse-2025",
      "sentence": "53% of consumers in 14 countries feared companies would misuse their personal data with AI in 2025, up 8 points in a year, according to Qualtrics XM Institute.",
      "value": 53,
      "unit": "%",
      "place": "14 countries",
      "data_year": "2025",
      "source_type": "Vendor report",
      "publisher": "Qualtrics XM Institute",
      "source_title": "AI-Powered Customer Service Fails at Four Times the Rate of Other Tasks (2026 Consumer Experience Trends Report)",
      "source_url": "https://www.qualtrics.com/articles/news/ai-powered-customer-service-fails-at-four-times-the-rate-of-other-tasks/",
      "source_published": "7 October 2025, accessed 30 October 2026",
      "archive_url": "https://web.archive.org/web/20260513004704/https://www.qualtrics.com/articles/news/ai-powered-customer-service-fails-at-four-times-the-rate-of-other-tasks/",
      "sample": "Qualtrics XM Institute 2026 Consumer Experience Trends Report, more than 20,000 consumers in 14 countries, Q3 2025, weighted by gender, age and income.",
      "method": "",
      "verified_on": "2026-10-30",
      "url": "https://statisticsglobal.org/customer-service-statistics/#stat-cx-qx-data-misuse-2025"
    },
    {
      "id": "cx-bls-jobs-2025",
      "sentence": "The US had 2,666,000 customer service representative jobs in 2025, according to the US Bureau of Labor Statistics.",
      "value": 2666000,
      "unit": "jobs",
      "place": "United States",
      "data_year": "2025",
      "source_type": "Official",
      "publisher": "US Bureau of Labor Statistics",
      "source_title": "Occupational Outlook Handbook: Customer Service Representatives",
      "source_url": "https://www.bls.gov/ooh/office-and-administrative-support/customer-service-representatives.htm",
      "source_published": "2026 edition (page modified 29 October 2026), accessed 30 October 2026",
      "archive_url": "https://web.archive.org/web/20261013145649/https://www.bls.gov/ooh/office-and-administrative-support/customer-service-representatives.htm",
      "sample": "BLS Occupational Outlook Handbook. Pay from Occupational Employment and Wage Statistics (May 2025). Employment and projections from the BLS Employment Projections program, 2025 to 2035.",
      "method": "",
      "verified_on": "2026-10-30",
      "url": "https://statisticsglobal.org/customer-service-statistics/#stat-cx-bls-jobs-2025"
    },
    {
      "id": "cx-bls-pay-2025",
      "sentence": "US customer service representatives earned a median $44,770 a year, or $21.53 an hour, in May 2025, according to the US Bureau of Labor Statistics.",
      "value": 44770,
      "unit": "$ per year",
      "place": "United States",
      "data_year": "2025",
      "source_type": "Official",
      "publisher": "US Bureau of Labor Statistics",
      "source_title": "Occupational Outlook Handbook: Customer Service Representatives",
      "source_url": "https://www.bls.gov/ooh/office-and-administrative-support/customer-service-representatives.htm",
      "source_published": "2026 edition (page modified 29 October 2026), accessed 30 October 2026",
      "archive_url": "https://web.archive.org/web/20261013145649/https://www.bls.gov/ooh/office-and-administrative-support/customer-service-representatives.htm",
      "sample": "BLS Occupational Outlook Handbook. Pay from Occupational Employment and Wage Statistics (May 2025). Employment and projections from the BLS Employment Projections program, 2025 to 2035.",
      "method": "",
      "verified_on": "2026-10-30",
      "url": "https://statisticsglobal.org/customer-service-statistics/#stat-cx-bls-pay-2025"
    },
    {
      "id": "cx-bls-outlook-2035",
      "sentence": "US customer service representative jobs are projected to fall 5%, or 141,800 jobs, from 2025 to 2035, according to the US Bureau of Labor Statistics.",
      "value": -5,
      "unit": "%",
      "place": "United States",
      "data_year": "2025",
      "source_type": "Official",
      "publisher": "US Bureau of Labor Statistics",
      "source_title": "Occupational Outlook Handbook: Customer Service Representatives",
      "source_url": "https://www.bls.gov/ooh/office-and-administrative-support/customer-service-representatives.htm",
      "source_published": "2026 edition (page modified 29 October 2026), accessed 30 October 2026",
      "archive_url": "https://web.archive.org/web/20261013145649/https://www.bls.gov/ooh/office-and-administrative-support/customer-service-representatives.htm",
      "sample": "BLS Occupational Outlook Handbook. Pay from Occupational Employment and Wage Statistics (May 2025). Employment and projections from the BLS Employment Projections program, 2025 to 2035.",
      "method": "",
      "verified_on": "2026-10-30",
      "url": "https://statisticsglobal.org/customer-service-statistics/#stat-cx-bls-outlook-2035"
    },
    {
      "id": "cx-bls-openings-2035",
      "sentence": "About 289,500 US customer service representative openings are projected each year from 2025 to 2035, according to the US Bureau of Labor Statistics.",
      "value": 289500,
      "unit": "openings per year",
      "place": "United States",
      "data_year": "2025",
      "source_type": "Official",
      "publisher": "US Bureau of Labor Statistics",
      "source_title": "Occupational Outlook Handbook: Customer Service Representatives",
      "source_url": "https://www.bls.gov/ooh/office-and-administrative-support/customer-service-representatives.htm",
      "source_published": "2026 edition (page modified 29 October 2026), accessed 30 October 2026",
      "archive_url": "https://web.archive.org/web/20261013145649/https://www.bls.gov/ooh/office-and-administrative-support/customer-service-representatives.htm",
      "sample": "BLS Occupational Outlook Handbook. Pay from Occupational Employment and Wage Statistics (May 2025). Employment and projections from the BLS Employment Projections program, 2025 to 2035.",
      "method": "",
      "verified_on": "2026-10-30",
      "url": "https://statisticsglobal.org/customer-service-statistics/#stat-cx-bls-openings-2035"
    },
    {
      "id": "cx-bls-openings-vs-loss-2025",
      "sentence": "Projected yearly openings for US customer service representatives are about 20 times the average yearly job loss from 2025 to 2035, calculated by StatisticsGlobal from US Bureau of Labor Statistics data.",
      "value": 20,
      "unit": "times",
      "place": "United States",
      "data_year": "2025",
      "source_type": "Our analysis",
      "publisher": "US Bureau of Labor Statistics",
      "source_title": "Occupational Outlook Handbook: Customer Service Representatives",
      "source_url": "https://www.bls.gov/ooh/office-and-administrative-support/customer-service-representatives.htm",
      "source_published": "2026 edition (page modified 29 October 2026), accessed 30 October 2026",
      "archive_url": "https://web.archive.org/web/20261013145649/https://www.bls.gov/ooh/office-and-administrative-support/customer-service-representatives.htm",
      "sample": "BLS Occupational Outlook Handbook. Pay from Occupational Employment and Wage Statistics (May 2025). Employment and projections from the BLS Employment Projections program, 2025 to 2035.",
      "method": "289,500 openings a year / (141,800 jobs lost / 10 years = 14,180 a year) = 20.4. Most openings come from workers leaving the occupation.",
      "verified_on": "2026-10-30",
      "url": "https://statisticsglobal.org/customer-service-statistics/#stat-cx-bls-openings-vs-loss-2025"
    },
    {
      "id": "cx-bls-retail-share-2025",
      "sentence": "Retail trade employed 15% of US customer service representatives in 2025, the largest share of any industry, according to the US Bureau of Labor Statistics.",
      "value": 15,
      "unit": "%",
      "place": "United States",
      "data_year": "2025",
      "source_type": "Official",
      "publisher": "US Bureau of Labor Statistics",
      "source_title": "Occupational Outlook Handbook: Customer Service Representatives",
      "source_url": "https://www.bls.gov/ooh/office-and-administrative-support/customer-service-representatives.htm",
      "source_published": "2026 edition (page modified 29 October 2026), accessed 30 October 2026",
      "archive_url": "https://web.archive.org/web/20261013145649/https://www.bls.gov/ooh/office-and-administrative-support/customer-service-representatives.htm",
      "sample": "BLS Occupational Outlook Handbook. Pay from Occupational Employment and Wage Statistics (May 2025). Employment and projections from the BLS Employment Projections program, 2025 to 2035.",
      "method": "",
      "verified_on": "2026-10-30",
      "url": "https://statisticsglobal.org/customer-service-statistics/#stat-cx-bls-retail-share-2025"
    },
    {
      "id": "cx-bls-insurance-retail-gap-2025",
      "sentence": "US customer service representatives in insurance earned 25% more an hour than those in retail in May 2025, calculated by StatisticsGlobal from US Bureau of Labor Statistics data.",
      "value": 25,
      "unit": "%",
      "place": "United States",
      "data_year": "2025",
      "source_type": "Our analysis",
      "publisher": "US Bureau of Labor Statistics",
      "source_title": "Occupational Outlook Handbook: Customer Service Representatives",
      "source_url": "https://www.bls.gov/ooh/office-and-administrative-support/customer-service-representatives.htm",
      "source_published": "2026 edition (page modified 29 October 2026), accessed 30 October 2026",
      "archive_url": "https://web.archive.org/web/20261013145649/https://www.bls.gov/ooh/office-and-administrative-support/customer-service-representatives.htm",
      "sample": "BLS Occupational Outlook Handbook. Pay from Occupational Employment and Wage Statistics (May 2025). Employment and projections from the BLS Employment Projections program, 2025 to 2035.",
      "method": "Median hourly wage $22.47 in insurance carriers and related activities / $17.96 in retail trade = 1.251, so 25% more ($4.51 an hour).",
      "verified_on": "2026-10-30",
      "url": "https://statisticsglobal.org/customer-service-statistics/#stat-cx-bls-insurance-retail-gap-2025"
    },
    {
      "id": "cx-pwc-exec-expect-2025",
      "sentence": "70% of US executives felt customer expectations were evolving faster than their company could adapt in 2025, according to PwC.",
      "value": 70,
      "unit": "%",
      "place": "United States",
      "data_year": "2025",
      "source_type": "Research",
      "publisher": "PwC",
      "source_title": "PwC's 2025 Customer Experience Survey",
      "source_url": "https://www.pwc.com/us/en/services/consulting/business-transformation/library/2025-customer-experience-survey.html",
      "source_published": "29 September 2025, accessed 30 October 2026",
      "archive_url": "https://web.archive.org/web/20260311035116/https://www.pwc.com/us/en/services/consulting/business-transformation/library/2025-customer-experience-survey.html",
      "sample": "406 US executives at consumer-facing companies with annual revenue of $100 million or more, surveyed online 21 May to 30 June 2025.",
      "method": "",
      "verified_on": "2026-10-30",
      "url": "https://statisticsglobal.org/customer-service-statistics/#stat-cx-pwc-exec-expect-2025"
    },
    {
      "id": "cx-pwc-exec-loyalty-spend-2025",
      "sentence": "84% of US executives said they had increased spending on customer loyalty in 2025, according to PwC.",
      "value": 84,
      "unit": "%",
      "place": "United States",
      "data_year": "2025",
      "source_type": "Research",
      "publisher": "PwC",
      "source_title": "PwC's 2025 Customer Experience Survey",
      "source_url": "https://www.pwc.com/us/en/services/consulting/business-transformation/library/2025-customer-experience-survey.html",
      "source_published": "29 September 2025, accessed 30 October 2026",
      "archive_url": "https://web.archive.org/web/20260311035116/https://www.pwc.com/us/en/services/consulting/business-transformation/library/2025-customer-experience-survey.html",
      "sample": "406 US executives at consumer-facing companies with annual revenue of $100 million or more, surveyed online 21 May to 30 June 2025.",
      "method": "",
      "verified_on": "2026-10-30",
      "url": "https://statisticsglobal.org/customer-service-statistics/#stat-cx-pwc-exec-loyalty-spend-2025"
    },
    {
      "id": "cx-pwc-price-compare-2025",
      "sentence": "69% of US consumers said comparing prices significantly influences their decision to engage with a brand in 2025, according to PwC.",
      "value": 69,
      "unit": "%",
      "place": "United States",
      "data_year": "2025",
      "source_type": "Research",
      "publisher": "PwC",
      "source_title": "PwC's 2025 Customer Experience Survey",
      "source_url": "https://www.pwc.com/us/en/services/consulting/business-transformation/library/2025-customer-experience-survey.html",
      "source_published": "29 September 2025, accessed 30 October 2026",
      "archive_url": "https://web.archive.org/web/20260311035116/https://www.pwc.com/us/en/services/consulting/business-transformation/library/2025-customer-experience-survey.html",
      "sample": "Online surveys of 5,511 US adults (weighted to census on age, gender, race, region, income, employment and marital status) and 406 US executives at consumer-facing companies with $100 million+ revenue, 21 May to 30 June 2025.",
      "method": "",
      "verified_on": "2026-10-30",
      "url": "https://statisticsglobal.org/customer-service-statistics/#stat-cx-pwc-price-compare-2025"
    },
    {
      "id": "cx-pwc-data-trust-2025",
      "sentence": "93% of US consumers said a brand would lose their trust if it mishandled their data in 2025, according to PwC.",
      "value": 93,
      "unit": "%",
      "place": "United States",
      "data_year": "2025",
      "source_type": "Research",
      "publisher": "PwC",
      "source_title": "PwC's 2025 Customer Experience Survey",
      "source_url": "https://www.pwc.com/us/en/services/consulting/business-transformation/library/2025-customer-experience-survey.html",
      "source_published": "29 September 2025, accessed 30 October 2026",
      "archive_url": "https://web.archive.org/web/20260311035116/https://www.pwc.com/us/en/services/consulting/business-transformation/library/2025-customer-experience-survey.html",
      "sample": "Online surveys of 5,511 US adults (weighted to census on age, gender, race, region, income, employment and marital status) and 406 US executives at consumer-facing companies with $100 million+ revenue, 21 May to 30 June 2025.",
      "method": "",
      "verified_on": "2026-10-30",
      "url": "https://statisticsglobal.org/customer-service-statistics/#stat-cx-pwc-data-trust-2025"
    }
  ]
}