The 2022 Service Relevance Report shows customer loyalty is fragile, with 96% saying a negative service experience affects future purchases. Patience is dwindling, as 76% would leave after three poor interactions and 12% after just one. Ghosting is rising, with 46% rarely voicing complaints before abandoning brands. Preferences vary by age: 52% of Baby Boomers demand human contact, while 40% of Gen Z prefer self-service. Agents also struggle, with 41% of their daily information irrelevant. The report stresses AI-powered search to anticipate intent, empower agents, and balance self-service with human support to strengthen loyalty.

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