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Support facts & stats

4 sourced facts about customer service and support, each with the context behind the number. 4 more are in today's round and appear here after it closes.

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About what share of consumers say they spend more with businesses that deliver strong customer service?

Answer3 in 4 (about 75%)

Good customer experience directly drives more spending, not just loyalty.

Source: Zendesk CX Trends Report 2025 (2025) zendesk.com

About what share of consumers have made a purchase based solely on expected service quality?

Answerabout 60%

Anticipated support quality can be a purchase driver on its own, before any problem occurs.

Source: Zendesk CX Trends Report 2025 (2025) zendesk.com

In 2024, how many positive emotions did top ('elite') brands evoke for every negative one, down from the year before?

Answer25 positive to 1 negative

That was down from 29-to-1 the previous year, per Forrester's emotion tracking.

Source: Forrester (via Zendesk) (2024) zendesk.com

About what share of Gen Z consumers now say they prefer live phone calls for customer service?

Answerabout 71%

That's a surprising reversal, since Gen Z is often assumed to avoid phone calls entirely.

Source: McKinsey & Company (via Zendesk) (2025) zendesk.com

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