Additionally, 13% indicated they were using video chat at the time; 26% expected usage in the next six to 12 months. Also:

    • 56% of respondents indicated they were likely to offer positive survey feedback after a great experience with a business; 55% noted they would share their experience with friends and family
    • 52% of respondents reported heightened brand loyalty following great engagement encounters, and 36% cited wanting to purchase additional products due to great CX