Global Contact Center Trends and Consumer Satisfaction 2025

This report presents findings from the Qualtrics XM Institute's 2024 Global Consumer Study, which surveyed over 23,000 consumers regarding their experiences with contact centers. The study indicates that consumer satisfaction with contact centers remains unchanged from 2022, with an overall satisfaction rate of 63%. Notably, only 55% of consumers expressed satisfaction with the time they waited for service, a slight improvement from the previous year. The report highlights that under two-thirds of issues are resolved on the first call, with a first call resolution rate of 62%. Additionally, it details the ease of connecting with a human agent, which was reported as satisfactory by 64% of consumers. The findings emphasize the correlation between satisfaction with contact center experiences and customer loyalty, indicating that satisfied consumers are significantly more likely to purchase more and recommend brands. The methodology section outlines the demographic representation of the surveyed population across 23 countries.