Customer Support Statistics 2026

73%

of customers say good customer service is the deciding factor when choosing between brands

61%

of customers will switch to a competitor after a single bad service experience

76%

of customers expect consistent service quality across every channel they contact you on

64%

of customers expect 24/7 support availability — at least via chat or self-service

90%

of customers rate 'immediate' response (10 minutes or less) as 'important' or 'very important' for resolving service questions

60%

of customer service inquiries can be resolved through self-service when comprehensive knowledge bases are available

67%

of customers prefer self-service over contacting a support agent for routine issues

91%

of customers would use a knowledge base if it were available and tailored to their needs

40%

average ticket-deflection rate achieved by well-designed self-service portals (tickets prevented divided by total inquiries)

3x

lift in self-service deflection when AI-powered help search/chat is added on top of static documentation

82%

average CSAT score across SaaS customer service

93%

CSAT score achieved by top-quartile support teams

31

average NPS for SaaS customer service teams (rated on standard -100 to +100 scale)

57%

of customers cite long wait times or inability to reach a representative as their top frustration with customer service

33%

of customers cite repeating themselves to multiple agents as their top frustration