Self-Service Technology is Improving: COPC Inc. and Execs In The Know

Considerably less surprising, COPC Inc. and Execs In the Know found the strongest driver of customer satisfaction with service experiences is issue resolution. Other unsurprising results: people grow less satisfied as it takes more contacts to resolve an issue, and human-assisted interactions have a higher resolution rate than unassisted interactions. The good news: self-service methods are getting better at resolution and satisfaction with self-service has increased from 40% in 2018 to 60% in 2020.