---
title: "Revealing The 3 Customer Service Trends to Act on in 2022"
description: "Klaus 2022 Customer Service Quality Benchmark Report, based on a survey of 300 support leaders, identifies three key trends. First, support teams are measuring impact more than ever: average CSAT rose 14% to 89%, and average NPS increased from 45 to 51; 10% more teams track CSAT, and NPS tracking jumped from 28% to 48%. Second, maintaining quality at scale is the top challenge, with 40% citing reducing repetitive queries; teams use first-party data, chatbots, and automation to deliver personal, fast support while scaling. Third, proactive and self-serve support are growing priorities: 70% plan to invest more in proactive support, and 73% found self-service reduced workload; knowledge bases compound in value over time. The report recommends focusing on the right metrics, collaborating with sales and marketing, and continuously learning and optimizing to elevate support’s business role."
---

# Revealing The 3 Customer Service Trends to Act on in 2022

[Intercom](https://yomu.fyi/company/intercom) · Oct 8, 2026

**Type:** Explainer

## Summary

Klaus 2022 Customer Service Quality Benchmark Report, based on a survey of 300 support leaders, identifies three key trends. First, support teams are measuring impact more than ever: average CSAT rose 14% to 89%, and average NPS increased from 45 to 51; 10% more teams track CSAT, and NPS tracking jumped from 28% to 48%. Second, maintaining quality at scale is the top challenge, with 40% citing reducing repetitive queries; teams use first-party data, chatbots, and automation to deliver personal, fast support while scaling. Third, proactive and self-serve support are growing priorities: 70% plan to invest more in proactive support, and 73% found self-service reduced workload; knowledge bases compound in value over time. The report recommends focusing on the right metrics, collaborating with sales and marketing, and continuously learning and optimizing to elevate support’s business role.

## Context

The report surveyed nearly 300 support leaders across software, finance, retail, and education, in partnership with Intercom, Aircall, and Support Driven.

## Takeaways

- Investing in measuring service quality pays off: average CSAT increased 14% to 89% and average NPS rose from 45 to 51, with 48% of teams now tracking NPS (up from 28%).
- Maintaining quality support at scale requires first-party data for personalization, chatbots for instant responses, and automation, as 66% of consumers prioritize their time.
- Proactive and self-serve support are growing investments: 70% of companies plan to increase proactive support, and 73% of teams say self-service reduced their workload; knowledge bases compound in value.

## FAQ

### How can teams improve customer satisfaction scores?

Track CSAT and NPS metrics consistently, as done by the 48% of teams now measuring NPS, and use the insights to coach agents and improve processes. The average CSAT rose 14% to 89% with this focus.

### What is the biggest challenge for support teams in 2022?

Maintaining quality support at scale is the top challenge. Teams address it by using first-party data for personalization, deploying chatbots for fast answers, and adopting proactive messaging to get ahead of issues.

### Why is self-serve support gaining importance?

It reduces repetitive queries, cited by 40% of leaders as a top challenge. 70% of companies plan to invest more in proactive support, and 73% report that self-service options have reduced their team's workload. Knowledge bases compound value over time.

**Tags:** [Analytics](https://yomu.fyi/topic/analytics), [Benchmark](https://yomu.fyi/topic/benchmark), [Customer Experience](https://yomu.fyi/topic/customer-experience), [Customer Support](https://yomu.fyi/topic/customer-support)

- Source: [Intercom](https://www.intercom.com/blog/customer-service-trends-benchmark-report)
- Source URL: https://www.intercom.com/blog/customer-service-trends-benchmark-report
- Ingested by Yomu: 2026-10-08T21:01:05.793Z

[Read original post](https://www.intercom.com/blog/customer-service-trends-benchmark-report)