Annual Report

HubSpot Annual State of Service in 2022

Customer expectations are rising to an all time high, with customer service and experience being a key determinant of brand loyalty. In this report, HubSpot surveyed over 1,400 customer service leaders to understand their goals, challenges and technologies they leverage for delivering quality service.

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Download this report to understand:

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Top challenges service leaders and teams face
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Leading tools and technologies for service teams
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How service teams deliver on core service metrics

"90% of service leaders reported that customer expectations have increased to an all-time high."

Overview of chapters you'll find in this report:

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Service Leaders Want More Time Spent Helping Instead of Searching
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Choice and Flexibility Expected to Drive Better Customer Outcomes
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Authenticity as a Driver of Customer Experience
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