For the fifth edition of our “State of Service” report, Salesforce Research surveyed 8,050 customer service
professionals to determine
Data in this report is from a double-blind survey conducted from May 6 to June 13, 2022, that generated 8,050 responses across 36 countries. Respondents are third-party panelists (not limited to Salesforce customers). See page 23 for further survey demographics
Due to rounding, not all percentage totals in this report equal 100%. All comparison calculations are made from total numbers (not rounded numbers)
Included in this Contents
- Connection Is the Heart of Service
- Digital Engagement Becomes the Norm
- Customer Service Extends to the Doorstep
- Labor Dynamics Put Focus on Agent Experience
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