Data Tools

Customer 2020

2020, n=118 Brands

As an update to last year’s methodology, Gartner benchmarked brands based on their digital customer service strategies. This includes adoption of self-service features, such as FAQ pages and chatbots, versus assisted channels, like live chat and Twitter usage. This year’s 118 brands were then plotted on a two-dimensional grid into one of four distinct quadrants: Leaders, Hand Holders, Set It and Forget It or Laggards.