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Report

Service Relevance Report 2022 Can You Still Bank on Customer Loyalty?

Service Relevance Report 2022 Can You Still Bank on Customer Loyalty?

Service Relevance Report 2022 Can You Still Bank on Customer Loyalty?

Coveo
Pages 14 Pages

The 2022 Service Relevance Report shows customer loyalty is fragile, with 96% saying a negative service experience affects future purchases. Patience is dwindling, as 76% would leave after three poor interactions and 12% after just one. Ghosting is rising, with 46% rarely voicing complaints before abandoning brands. Preferences vary by age: 52% of Baby Boomers demand human contact, while 40% of Gen Z prefer self-service. Agents also struggle, with 41% of their daily information irrelevant. The report stresses AI-powered search to anticipate intent, empower agents, and balance self-service with human support to strengthen loyalty.

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