How did customer expectations and behaviors shift during one of the most disruptive periods in recent history?
Based on Northridge Group’s 2020 customer experience study, this report explores how COVID-19 accelerated digital adoption, reshaped service expectations, and exposed gaps between customer needs and business performance.
Key Findings
Digital adoption surged and is here to stay
68% of customers increased online shopping during the pandemic, with most expecting to maintain or increase that behavior.- Self-service and digital tools became preferred channels
75% of customers expect to continue using digital tools post-pandemic. Customer effort increased as service performance declined
First contact resolution dropped from 53% to 42%, increasing frustration and cost.A major perception gap exists between businesses and customers
Business leaders consistently overestimate how easy it is for customers to resolve issues.
Download the Full Report
Access the complete findings, data, and recommendations from Northridge Group’s State of Customer Experience study.
Why It Matters
These shifts represent more than a moment in time—they continue to shape how customers engage with brands today. Organizations that reduce customer effort and align with evolving expectations are better positioned to drive loyalty and long-term growth.
