State of Service

State of Service


What You’ll Find in This Report

For the fifth edition of our “State of Service” report, Salesforce Research surveyed 8,050 customer service professionals to determine:

      • How service organizations continue to adapt to an ever more digital-first environment

      • How economic uncertainty is impacting plans for investments in people, processes, and technology

      • The evolving role of field service in overall customer service strategies

      • Approaches to talent management and development in a challenging labor market

Data in this report is from a double-blind survey conducted from May 6 to June 13, 2022, that generated 8,050 responses across 36 countries. Respondents are third-party panelists (not limited to Salesforce customers). See page 23 for further survey demographics.

Due to rounding, not all percentage totals in this report equal 100%. All comparison calculations are made from total numbers (not rounded numbers).