RESEARCH

Agent effectiveness benchmark, 2026

As part of our 2026 Agent Effectiveness study, we surveyed 7,000+ consumers from 7 countries about their customer service experiences. Use this report to see how consumers rate agents on friendliness, knowledge, and understanding across channels globally.

In this report, you'll learn
    • How consumers rate agents across channels and industries
    • How agent effectiveness varies by age, gender, and country
    • How agent effectiveness differs based on first contact and issue resolution
The world’s top brands trust Qualtrics to deliver breakthrough experiences
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