<img height="1" width="1" style="display:none" src="https://www.facebook.com/tr?id=217869015213273&amp;ev=PageView&amp;noscript=1">

Squared Thinking

Need to Know Customer Service Statistics

Posted by Rob Bayer on Jun 15, 2022

Screen Shot 2022-06-16 at 3.16.58 PM

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. 

Improve your customer service through outsourcing

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. 

Customer Service Statistics - Bad News

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)


Customer Service Statistics - Superior vs. Mediocre

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)


Customer Service Statistics - Boost Revenue

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)


Customer Service Statistics - Brand Loyalty

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)


Customer Service Statistics - Positive Experience

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)


Customer Service Statistics - Losing Customers

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)


Customer Service Statistics - Human Element

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)


Customer Service Statistics - Be Prepared

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)


Customer Service Statistics - Be Consisten

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)


Customer Service Statistics - Unsatisfied Customers

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)


Customer Service Statistics - Customers Leaving

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)


Customer Service Statistics - Make it Easy

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)


Customer Service Statistics - Omni-channel

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)



Can outsourcing keep your customers happier?

Topics: customer service


We wouldn't call ourselves know-it-alls, but we feel that we bring good things to the table. If you like what you've seen and want more, subscribe below.

We'll keep your info safe.

Subscribe to Email Updates

Recent Posts

Start the conversation