Customer service experience is the customer's view of how a company treats them. It is what builds the thoughts and feelings a customer has towards a company, and drives behavior and loyalty.
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Where does your company stand on providing customer service?
Is it a high priority or does it sit on the back-burner? These customer service statistics may change your view about the importance of keeping your customers happy.
62% of customers say they share their bad experiences with others. (Salesforce)
It takes 12 positive customer experiences to make up for one negative experience. (Understanding Customers)
Almost 90% of customers report trusting a company whose service they rate as “very good.” On the other hand, only 16% of those who give an “inferior” rating trust companies to the same degree. (Qualtrics XM Institute)
33% of consumers would recommend a brand that provides a quick but ineffective response. (Nielsen-McKinsey)
Only 17% of consumers would recommend a brand that provides a slow but effective solution. (Nielsen-McKinsey)
A great experience is key to setting up a regular customer, with 67% of people saying they’d pay extra to get it (Salesforce)
Businesses can grow revenues between 4% and 8% above their market when prioritizing better customer service experiences. (Bain & Company)
For 86%, good customer service turns one-time clients into long-term brand champions. (Khoros)
73% of customers say they stay loyal to brands because of friendly customer service agents. (HubSpot)
72% of customers will share their good experiences with others. That’s a full 10% more positives than negatives. (Salesforce)
89% of consumers are more likely to make another purchase after a positive customer service experience. (Salesforce Research)
A customer is 4 times more likely to buy from a competitor if the problem is service related rather than price or product related. (Bain & Company)
58% of American consumers will switch companies because of poor customer service. (Microsoft)
67% of customers end a call in frustration when they cannot reach a customer service representative. (Glance)
More than 50% of customers across all age groups typically use the phone to reach out to a service team, making it the most-used channel for customer service. (Zendesk)
More than 70% of consumers believe that companies should collaborate on their behalf so they don’t have to repeat information to different representatives. (Zendesk)
56% of customers don’t mind sharing their personal information in exchange for better service. (Salesforce)
It is 6 to 7 times more expensive to acquire a new customer than it is to keep a current one. (Business2Community)
Increasing customer retention rates by just 5% can increase profits by between 25% and 95%. (Bain and Company)
75% of customers desire a consistent experience, regardless of how they engage a company (through social media, in person, by phone, etc.). (Salesforce)
64% of customers want to shop with companies that can meet their needs in real-time. (HelpScout)
Only 1 in 25 unhappy customers will complain directly to you. (Sharpen CX)
70% of unhappy customers whose problems are resolved are willing to shop with a business again. (Glance)
The top two reasons that customers leave a company:
1) They feel poorly treated or under-appreciated
2) The company fails to resolve their problem in a timely manner (Fonolo)
The majority of customers, notably 96%, who had high-effort experiences reported being disloyal, compared to only 9% of customers with low-effort experience. (Gartner)
Since 77% of consumers consider the difficulty of reaching an agent to be the biggest issue with customer service today, it’s worth investing in resolving it. (Review42)
Companies with the strongest omni-channel customer engagement strategies enjoy a 10% Y-O-Y growth, a 10% increase in average order value and a 25% increase in close rates. (Adobe)
95% of adults between the ages of 18-34 are likely to follow a brand through social media channels. (MarketingSherpa)