State of the Customer: Understanding Customer Service Expectations

This report provides insight into the current state of customers service expectations. It explores the pros and cons of exceeding expectations and the extent to which customer experiences with other organizations influence service expectations.

Gain insight into:

  • What customers actually expect from a service interaction
  • Customer expectations by channel
  • Benefits of exceeding customer expectations
  • The influence of customer experience with competitor organizations

Gartner recommends using this complimentary research piece to inform your organization's customer service strategy. 

Key considerations include: 

  • Evaluating the cost vs return of exceeding customer service expectations
  • Examining how your customers' expectations are set by both internal and external factors
  • Paying close attention to the shifts in customer service channel use

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