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Nearly 70% Of Consumers Complain Online About Poor Customer Service
January 6, 2016

Businesses don't decide how customer-obsessed their companies are — the customers do. According to Forrester data, almost 70% of consumers flock to online platforms to complain about poor customer service, and 39% spread the word to friends and family about their negative experiences. Now more than ever, brands must focus on improving customer service initiatives to stay afloat in the age of the customer.

The top customer service trends in 2016 revolve around ease, effectiveness, and emotion, writes Forrester in a new report. Among the top 10 trends in 2016, Forrester predicts that:

  • As 84% of online adults used self-service mobile apps and FAQs to solve their problems during the past 12 months, companies will focus efforts on making self-service easier for customers. This will include embedding knowledge into devices or delivering it via wearables and even exploring cognitive engagement.
  • The Internet of Things will continue to transform companies from being product-based to services-based. Insights from connected devices will trigger preemptive service, which will result in faster resolutions at lower costs, better planning, and anticipation of future customer needs.
  • Businesses will improve human-to-human interaction to provide satisfactory customer service. Organizations will equip employees with simpler, more modern, and automated tools to increase productivity, which will lead to more time spent on solving customers’ problems more quickly and sufficiently.

Visit the Application Development & Delivery blog to learn more about this report.

About Forrester

Forrester (Nasdaq: FORR) is one of the most influential research and advisory firms in the world. We work with business and technology leaders to develop customer-obsessed strategies that drive growth. Forrester’s unique insights are grounded in annual surveys of more than 500,000 consumers and business leaders worldwide, rigorous and objective methodologies, and the shared wisdom of our most innovative clients. Through proprietary research, data, custom consulting, exclusive executive peer groups, and events, the Forrester experience is about a singular and powerful purpose: to challenge the thinking of our clients to help them lead change in their organizations.


Jenna Vassallo
Marketing Manager
Forrester Research, Inc.

Tel. 617-613-5746



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