Customer service trends and predictions for 2022

Description

2022 begins in a climate of disruption, uncertainty and hope. The economy shows signs of recovery from the Covid-19 induced slowdown but growth is hampered by supply chain issues, staff shortages and the potential threat of new Covid-19 variants. Inflation is expected to rise further, with uncertain impacts on business investment and consumer confidence. Average customer satisfaction was flat during 2021, though the number of customers experiencing a problem reached its highest ever level. It appears that we have got better at service recovery but not at preventing problems and issues. 

In this report, we examine some of the issues and trends that will be significant for the customer experience environment in 2022 and highlights priorities that organisations need to consider.

As always, please give us your feedback and let us know about the vital issues and challenges shaping your service strategy.