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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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HubSpot Annual State of Service Report cover
two people smiling at each other and working on a laptop

Download this report to understand:

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

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

What are your biggest challenges as a service leader graph
Which tools or technologies enable your customer service teams graph
What metric(s) is your team measured on graph

Overview of chapters you'll find in this report:

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

Get the scoop on the future of service

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