Customer Expectations Of Service Delivery During COVID-19

Defining service delivery excellence in uncertain times

The COVID-19 pandemic has not only posed unprecedented operational challenges to customer service organizations – it has also transformed customer expectations. With higher demand than ever and safety top of mind for millions, we carried out an in-depth study of what consumers want when it comes to technical support and technician visits to their homes.

A representative survey of U.S. adults was designed and conducted online. It explored safety concerns and evolving customer demands regarding home technology, service delivery and technician visits for issues such as installing routers and TV set-top boxes, and fixing home appliances or HVAC systems.