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State of Service Hub Report

State of Service Hub Download HubSpot's Report on 1,400 Businesses about Service Hub

Understand the State of Service in 2022, and why customer experience should be crucial to your growth plan.

Based on market and customer research, including this year’s State of Service survey, we believe that customer service teams and organizations have a meaningful opportunity in 2022 to level up their service delivery.

Report Highlights

  • 90% of businesses reported that customer service expectations are at an all-time high.
  • Most customer service leaders don’t have the resources to meet these expectations. 
  • CSAT is one of the most important KPIs.
  • 60% of high growth respondent reported the use of a help desk
  • Leveraging CRM and help desk is correlated with higher growth in 2021.
  • 91% of respondents agreed that HS help desk system increases productivity (the largest across all tools). 
  • 95% agreed that the CRM powers their entire customer experience by centralizing customer data — better collaboration and coordination of work. 
  • 79% of customers are smarter and better informed than in the past. 
  • 85% of respondents reported that customers are more likely to share reviews (eitehr positive or negative) now than in the past



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