Here we’ve collated over 100 customer service statistics, customer satisfaction statistics and quotes from various brands, industry leaders and researchers which reflect the fast-changing landscape. Show
Customer experience and delivering high levels of customer satisfaction is now the top priority for all forward-thinking businesses. Customers are no longer basing their loyalty on brands, products and prices. Their loyalty is far more dependent upon the service they receive, their experience of a business and their level of satisfaction. Read all the stats and quotes below, or download our bumper customer service statistics infographic by clicking the image:  Customer Service, Satisfaction and Experience Statistics and QuotesHere are some interesting customer service, satisfaction and experience stats which demonstrate how times are changing. 54% of customers have higher expectations for customer service today compared to one year ago. Gartner predicts that 89% of businesses are expected to compete mainly on customer experience. Gartner have also predicted that by 2019 more than 50% of
organizations will redirect their investments to customer experience innovations. Worldwide, 67% of people believe that customer service as a whole is improving. In 2017, 64% of Americans contacted some form of
customer service. 52% of people around the globe believe that companies need to take action on feedback provided by their customers. Around the globe,
96% of consumers say customer service is an important factor in their choice of loyalty to a brand. When asking consumers what impacts their level of trust with a company, offering excellent customer service is ranked number one. A customer experience promoter has a lifetime value to a company that’s 600 to 1,400% that of a detractor. 34% of companies are implementing “customer journey mapping” into their
customer service. 70% of consumers say they have already made a choice to support a company that delivers great customer service. Service insight and knowledge is also key to a good experience according to 62% of consumers. Americans will pay 17% more to do business with firms with great reputations when it comes to customer service. 52% of consumers say they have made an additional purchase from a company after a positive customer service experience. 90% of customers are influenced by positive reviews when buying a product. More people read positive reviews of customer service online than negative ones by
6%. Gartner predicts that by 2019, more than 50% of organizations will redirect their investments to customer experience innovations. With 89% of businesses soon to be expected to compete mainly on
customer experience, organizations that take customer experience seriously will stand out from the noise and win loyal customers. 99% of Customer Experience and Success leaders believe Customer Experience Management has a positive impact on their business. In 2019, customer experience will continue as a major factor in how companies do business. 87% of organizations agree traditional experiences no longer satisfy customers. A moderate improvement in CX would impact the revenue of a typical $1 billion company an average of $775 million over three years. 67% of consumers and 74% of business buyers say they’ll pay more for a great experience. By 2020, more than 40% of all data analytics projects will relate to an aspect of customer experience. 65% of companies measure NPS compared with
44% that measure CSAT and 14% that measure CES. Organizations that lead in CX outperformed laggards on the S&P 500 index by nearly 80%. 84% of organizations
working to improve CX report an increase in revenue. Benchmark Net Promoter Score for companies in the education sector was reported as 69 in April 2018. Benchmark Net Promoter Score for
financial services companies was indicated to be 49 in January 2019. Benchmark Net Promoter Score for the healthcare sector was indicated at 76 in January 2019. Benchmark Net Promoter Score for
manufacturing companies was recorded at 76 in January 2019. Benchmark Net Promoter Score for technology companies was reported to be 60 in January 2019. Poor Service and Customer ChurnCustomer retention is a high priority for most businesses since it costs so much more to win new customers. Poor customer service is one of the key factors contributing to customer churn. Here are some interesting, relevant stats that will will help you to hang on to your valuable customers. Attracting a new customer is 6-7 times more expensive than retaining a current one. Increasing customer retention rates by 5% increases profits by 25% to 95%. Customers who had a very good experience are 3.5x more likely to repurchase and 5x more likely to recommend the company to friends and
relatives than if they had a very poor experience. Loyal customers are seven times as likely to test an offering, five times as likely to buy again and four times as likely to refer. 95% of customers
tell others about a bad experience and 87% share good experiences. 67% of customer churn is preventable if firms resolve issues the first time they occur. The average American tells 15 people
when they’ve had a poor customer service experience. Men tell the most people (21 people) when they have had a poor customer service experience. On average women tell about 10 people when they have had a poor customer service
experience. 33% of customers who abandoned a business relationship last year did so because personalization was lacking. 68% of customers believe the key to great customer
service is a polite customer service representative. 48% of consumers expect specialized treatment for being a good customer. 89% of consumers have switched to doing business
with a competitor following a poor customer experience. According to Esteban Kolsky, if a customer is not satisfied, 13% of them will tell to 15 or even more people that they are unhappy. On the other hand, 72% of customers will share a positive experience with 6 or more people. 67% of customers mention bad experiences as a reason for churn, but only 1 out of 26 unhappy customers complain. 63% CX professionals use customer feedback to prioritize investment in better products,
services and customer experiences. One-third of consumers say they would consider switching companies after just one instance of bad customer service. The majority of Americans have decided to not go through with a purchase because of a poor customer
service experience. 79% of consumers who shared complaints about poor customer experience online had their complaints ignored. 12% of Americans rate their number one frustration with customer service as “lack of speed.” 27% of Americans report “lack of effectiveness” as their number one frustration with customer service. 56% of people around the world have stopped doing business with a company because of a poor
customer service experience. 47% of consumers have made the choice to switch to a different brand due to bad customer service within the last year. After a bad customer service experience, 39% of customers will avoid a company for two years. 91% of customers who are unhappy with a brand will just leave without complaining. Millenials Customer Statistics and QuotesMillenials, people born between 1980 and 2000, are very much influencing the way in in which customer service, support and experience is evolving in the digital age. Their behaviour and expectations are not influenced by the pre-digital age. These people are digital natives who have become the largest consumer demographic. Anybody involved in customer service and experience needs to pay special attention to the stats that apply to this demographic. Here are some interesting numbers. Millennials will pay 21% more to do business with companies who excel at customer service. Millennials are the only demographic of Americans who tell more people when they have a good customer service experience rather than a bad one. 63% of millenials begin their customer service interactions online. One in two millennials has complained about a brand on social media. 86% of millennials say they are influenced by negative reviews when purchasing a product or service. 74% of millennials report that their
perception of a brand improves when it is clear the company responds to customers’ social media inquiries. 31% of customers report reaching out to a company via Twitter. 66% of 18-34-year-olds say their customer service expectations have risen in the last year. More than 65% of customers aged 18-44 use mobile to seek for service more than once a month. 65% of people aged 18-34 believe social media is an effective channel for customer service, while 75% of people aged 55 and over do not. Customer CommunicationsNot so long ago there were basically just two key ways to contact a business or organisation: by telephone or by fax. Today we can use email, many social media platforms, websites, live chat, SMS, mobile and landline telephones. Businesses need to deliver consistent and integrative customer service across all channels. According to the Aberdeen group businesses that provide consistent customer service quality across multiple channels will retain 89% of their customers whereas companies which do not provide consistent omni-channel customer service are only able to retain around 33% of their customers. About one in three people (30%) say the most important aspect of customer service is speaking with a knowledgeable and friendly agent. 57% of customers would rather contact companies via digital media such as email or social media rather than use voice-based customer support. Friendly employees or customer
service representatives are what make a memorable experience that causes consumers to stick with a brand, for 73% of customers. For more complicated interactions, such as payment disputes, 40% of customers prefer talking to a real person over the phone. 23% of
consumers seek out a face to face interaction for complicated customer service issues like troubleshooting. 88% of consumers are influenced by online customer service reviews when making a buying decision. Nearly
1/3 of customers report sending a mobile/SMS message to the company requesting assistance. 68% of consumers say it increases their perception of a brand when companies send them proactive customer service notifications. 90% of consumers expect an online portal for customer service. Globally, only 5% of customer service interactions begin with a
face to face meeting. 54% of customers used email customer service channels making it the most commonly used digital customer service channel. 9 in
10 consumers want absolute omnichannel service – they expect a seamless experience when moving from one communication method to another, such as phone to text or chat to phone. 84% of companies, who claim themselves to be customer-centric focus on the mobile customer experience. By 2019, mobile search will generate 27.8 billion more queries than desktop search. 90% of customers say they have had poor experience seeking customer support on mobile. 75% of people complete surveys on their mobile. 48% of consumers expect a response to social media questions and complaints within 24 hours. Both in the United
States and world wide, 18% of customers expect a response from a company’s social media within one hour. One-third of Americans have used social media to complain about a brand or its customer service. Self Service and AutomationSupporting the demands of today’s customers with intelligent self-service and automated customer contact systems is increasingly being recognised as beneficial. Customers want businesses to make it easy for them to solve their customer service issues for themselves, without the need to interact with a service agent. Here are some recent, interesting stats regarding self-service and automation. A report by Aspect Software indicates 73% of customers want to solve product or service issues on their own According to a Radial and CFI Group survey, 55% of customers are likely to use Visual IVR when
given the option. 50% of customers think it’s important to solve product or service issues themselves 70% of customers expect a company’s website to include a self-service application. 63%
of customers are happy to be served by a chatbot, if there is an option to escalate the conversation to a human. It’s estimated that by 2020, 85% of customer service interactions will be automated. Over 60% of US consumers prefer an automated self-service, such as a website or mobile app, for simple customer service tasks. 30% of US consumers rate chatbot interactions as “very effective” in dealing with customer
service issues. 77% of consumers report having used a self-service support portal. Over half of consumers say that the main reason they cannot
resolve an issue on their own is because there is too little information online. Only 12% of Americans say they cannot find the information they need in self-service portals. By 2021, 15% of all customer service interactions will be completely handled by AI, an increase of 400% from 2017. 8% of CX professionals said that although their companies embrace digital, they don’t
think they’ll keep pace with the speed of technology change. 31% of organizations have already invested in technology like AI to outpace the competition. 76% of collaboration
leaders are investing or expanding their emerging technology investment. 26% of companies leading financially use CX technologies, compared to 7% of laggards. Want to improve your customer survey response rates? Customer Thermometer’s 1-click survey will up your feedback game. Send yourself an example: How much revenue is lost annually due to poor encounters with sales associates?Additionally, in the United States, $84 billion in revenue is lost annually due to poor encounters with sales associates, with 61% of consumers switching to competitors.
How does poor customer service affect business?Shrinking Profits
Lost sales, higher costs due to employee turnover, and a bad reputation are a recipe for disaster. Once you've lost the customer's trust, it becomes near impossible to get it back. Taking the steps to improve your customer experience will have a dramatic effect on the health of your business.
What is the result of bad customer service?Whether you choose to believe it or not, bad customer service can have a serious impact on the overall health of your business. In the short term, it can affect sales, and in the long term, it can affect your business in a myriad of ways. For example, it can harm your brand, your reputation, and more.
What percentage of customers leave because of bad service?84% of customers report that their expectations had not been exceeded in their last interaction with customer service. (Harvard Business Review) 78% of customers have given up on a transaction because of a negative customer experience.
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What percentage of consumers end a relationship with a business due to poor service?
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