Today, the relationship between businesses and consumers is very different from how it was a few decades ago. At that time, low prices, as well as high quality, were what mattered the most to customers. Advertising was more product-oriented, emphasizing the tangible benefits of the product, emphasizing how high quality is correlated with a more recognizable brand.
These days, many advertisements tend to be more consumer-oriented and emphasize the positive experiences that a customer will experience after using the product. This is not surprising considering that customers are increasingly being focused on their experience.
In addition to product quality and price, customer service has become a new factor consumers consider in their decision to choose between competing brands. Investing in a brand that focuses on the customer’s needs and continually offers value beyond the initial purchase is a better option for customers.
Customers can gain loyalty by focusing their brands on their needs. Take the following statistics on customer service into consideration when brainstorming new strategies for strengthening your customer service team.
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Customer Service Statistics That Will Blow Your Mind
It is estimated that 48% of consumers have stopped doing business with a company because of a bad experience with them.
According to surveys, 89% of companies compete solely based upon customer service quality!
In addition to this, 89% of clients decided to switch to another company after having an unpleasant experience with customer service.
It is estimated that businesses in the United States lose $1,7 trillion due to poor customer service every year!
According to a recent survey, 95% of people believe customer care is vital to making them loyal customers.
86% of all customers would be willing to pay more to get great service!
Dissatisfied customers represent only around 4% of the total customer base…
for every complaint, there are another 26 unhappy customers who remain silent.
Do you think you are doing a good job? There are 77% of customers who believe that it takes too long to reach a live agent, while 26% have been transferred from agent to agent without resolution.
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Why High-Quality Customer Service is Important —
90% of Americans attribute their decision to doing business with a company to the quality of customer service that the company offers. (Microsoft)
The cost of acquiring a new customer is between 5 and 25 times more than the cost of keeping an existing one. (Invesp)
The poor customer service experience is the number one reason why consumers switch companies. (Microsoft)
89% of consumers are more likely to make another purchase after a positive customer service experience. (Salesforce Research)
Sixty-three percent of consumers expect that businesses will know their specific needs and expectations, while seventy-six percent of B2B buyers expect the same. (Salesforce Research)
In a recent study, 68% of consumers responded that they would be willing to pay more for products and services if the brand offered a good customer service experience. (HubSpot)
In 86% of the cases, good customer service is what converts one-time clients into long-term advocates for a brand. (Khoros)
An NPS Promoter score has a customer lifetime value of 600%-1,400% higher than a NPS Detractor score. (Bain & Company)
The percentage of consumers that are likely to make another purchase after a positive experience with customer service is 89%. (Salesforce Research)
93% of customers who have experienced excellent customer service are likely to purchase from the same company in the future. (HubSpot Research)
After a mistake has been made by a company, 78% of consumers will use the company again if the customer service is excellent. (Salesforce Research)
By increasing customer retention rates by just 5%, a company can increase its profits by anywhere between 25 and 95%. (Bain and Company)
Almost three out of every five consumers report that good customer service is vital when it comes to feeling loyal to a brand. (Zendesk)
Consumers strongly recommend a company if they had a good experience with customer service. When consumers rate a company’s service as “good”, they are 38% more likely to recommend the company to others. (Qualtrics XM Institute)
It is estimated that the cost of acquiring a new customer is between 5 and 25 times that of retaining an existing one. (Invesp)
More than 80% of customers say they feel loyal to brands that respond to their complaints and resolve them. (Khoros)
It has been proven that businesses can increase revenues by between 4% and 8% above their market by prioritizing a better customer service experience. (Bain & Company)
It is estimated that 80% of companies analyze and improve the customer experience using customer satisfaction scores. (Harvard Business Review)
More than 72% of companies believe analytics reports can be used to improve customer service. (Deloitte)
It is expected that the customer experience management market will be worth $7.6 billion in 2020. A 16.9% increase over its value of $6.5 billion in 2019 represents a 16.9% year-over-year increase. (Grand View Research)
When a company’s customer service is exceptional, 78% of consumers are willing to do business with them again if they make a mistake. (Salesforce Research)
Three out of five consumers believe it is important to have good customer service in order to feel loyal towards a brand. (Zendesk)
Customers who feel they have received good customer service are more likely to recommend a brand. There is a 38% higher likelihood of consumers recommending a company whose service they rated as “good.”. (Qualtrics XM Institute)
The number of customers who are likely to repeat their purchase with a business that offers excellent customer service is 93%. (HubSpot Research)
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A Poor Customer Service Experience Can Cost You a Lot
According to a recent report, approximately half of consumers say they would switch to a new brand after having a bad experience. (Zendesk)
80% of consumers say that if they experience a negative experience more than once, they would rather do business with a competitor. (Zendesk)
Only one in five consumers will forgive a bad experience at a company whose customer service they rate as “very poor.” Nearly 80% will forgive a bad experience if they rate the service team as “very good.” (Qualtrics XM Institute)
Over 78% of customers have decided not to make a purchase due to a bad customer experience. (Glance)
In order to make up for one negative customer experience, you need 12 positive ones. (Ruby Newell-Legner’s ”Understanding Customers“)
American consumers are more likely to switch companies as a result of poor customer service. (Microsoft)
It is estimated that 65% of customers have switched to a different brand because of a poor experience at their previous brand. (Khoros)
It is estimated that around 80% of consumers will prefer to do business with a competitor after more than one bad experience. (Zendesk)
There is only one in five consumers willing to forgive a poor experience at a company whose customer service they rate as “very poor.” (Nearly 80% of consumers are willing to overlook a poor experience if they rate the service team as “very good.”).
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Customer Service Channels That Are Most Effective
In general, more than half of customers, regardless of age, use the phone to get in touch with a customer service representative, making it by far the most popular method of customer contact. (Zendesk)
The effectiveness of bots has fallen to 28% when it comes to resolving issues. The American consumer believes that bots are ineffective, with 40% of consumers relying on other channels to contact customer service representatives. (Microsoft)
The American consumer prefers knowledge bases over all other forms of self-service. (Forrester)
Facebook is the most popular social media platform in the United States, with more than 79% of internet users accessing it. (Lyfe Marketing)
More than any other communication channel, Millennials prefer live chat for customer support. (Comm100)
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Some of the frustrations customers face
include the need to wait on hold for too long, which is the source of frustration for 33% of customers. A third of respondents said they were most frustrated by having to repeat themselves to multiple customer service representatives. (HubSpot Research)
According to a similar study, almost 60% of those surveyed believe that long hold times and waiting times are the most frustrating parts of a service experience. (Zendesk)
According to a survey conducted by Ipsos, 53% of shoppers believe their feedback is not passed on to anyone who can actually act on it. (Microsoft)
If a customer has a problem with a service he or she is having, they are four times more likely to switch to a competitor. (Bain and Company)
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The value of sharing customer service experiences
Approximately 36% of consumers overall will share their experience of customer service, whether it was good or bad. Facebook and Instagram are the platforms where most consumers are posting their experiences. (CFI Group)
Almost nine out of ten customers in the United States would recommend a company whose service they consider “very good.” (Qualtrics XM Institute)
A Qualtrics XM Institute survey found that only 13% of consumers would recommend a company whose customer service they had rated as “very poor.”.
Over half of customers say that they don’t use social media to share their good or bad service experiences. (CFI Group)
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Taking advantage of the customer service opportunity
A whopping 90% of consumers trust a business whose service they have rated as “very good” to take care of their needs. (Qualtrics XM Institute)
Just by increasing customer retention rates by at least 5%, businesses can increase their profits by at least 25% to 95%. (Bain and Company)
By prioritizing better customer service experiences than their competitors, businesses are able to grow revenues between 4% and 8% above their market. (Bain & Company)
There are 89% of companies that perform better financially than their competitors when they have “significantly above average” customer experiences. (Qualtrics XM Institute)
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Statistics about Customer Experience
Approximately 70 percent of the customer journey is influenced by how the client feels they are being treated. (McKinsey)
Adding personalized consumer experiences to your online conversions can improve your conversion rate by an average of 8%. (Trust Pilot)
An average of only 21% of customer service agents ask for a customer’s name when they are contacting the customer. (Glance)
There is a 71% belief that a quick response from your customer service team can drastically improve the experience of your customers (age 16 – 24). (Comm100)
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 a “very poor” rating trust companies to the same degree. (Qualtrics XM Institute)
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Statistics on Customer Satisfaction
The vast majority of consumers consider an “immediate” response to be important or very important when they have a question regarding customer service. According to 60% of consumers the term “immediate” means within ten minutes of their call. (HubSpot Research)
There is a majority of consumers who believe that companies should collaborate on their behalf, so that customers do not have to repeat information to different representatives. (Zendesk)
It has been reported that almost 70% of customers are irritated when their calls are redirected from department to department. (Zendesk)
In the first instance, 69% of consumers try to resolve their problems on their own, but fewer than one third of organizations offer self-service options such as knowledge bases. (Zendesk)
A customer with a NPS® promoter score will have a customer lifetime value 600% – 1400% higher than a customer with a detractor score. (Bain & Company)
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Listening to what customers have to say
The majority of customers feel that an immediate response is essential or very important when they have a question for customer service. According to 60% of them, “immediate” refers to 10 minutes or less. (HubSpot Research)
Almost two thirds of consumers believe that companies should collaborate on their behalf so they do not have to repeat the same information to different representatives. (Zendesk)
According to Zondex, 90% of customers are concerned with how issues are resolved in their customer service interactions. (KPMG)
Approximately 70% of customers report that they can easily take their business to a competitor with the help of technology. (Salesforce)
In order to decide whether to do business with a company based on customer service, 90% of American consumers use this factor when making their decision. (Microsoft)
71% of consumers (age 16-24) believe that if a service team responds immediately to a customer’s problem, then their customer experience will improve significantly. (Comm100)
Only 16% of those who give a service an “inferior” rating trust their company to the same extent as customers who give a “very good” rating. Almost 90% of customers trust a company whose service they rate as “very good.” (Qualtrics XM Institute)
About 70% of a customer’s journey is based on how they feel they are treated by the customer service department. (McKinsey)
In fact, 53% of shoppers believe their feedback isn’t passed along to anyone who is able to act on it. (Microsoft)
The likelihood of a customer switching to a competitor increases by four times when the issue they are experiencing is a service-related one. (Bain and Company)
More than 90 percent of consumers believe they will be well taken care of by a company whose service has been rated as “very good” by consumers. (Qualtrics XM Institute)
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A personal touch can have a powerful impact on a company
It has been reported that 70% of customers believe maintaining their business is fundamentally dependent on service agents’ understanding of sales interactions. (Salesforce)
80% of customers agree that the experience a company provides is just as important as the products or services it offers. (Salesforce)
In general, 63% of consumers expect businesses to know their unique needs and expectations, while 76% of buyers in the business-to-business sector expect the same. (Salesforce Research)
There is a perception that companies must provide cutting-edge digital experiences to retain their customers, as 59% of customers believe this to be true. (Salesforce)
It has been estimated that 90% of people are more likely to trust a company that has a firm policy regarding their privacy. (Salesforce)
If you use personalized consumer experiences in your online marketing campaign, you can improve your conversion rate by 8%. (Trust Pilot)
It is reported that 88% of people trust companies which promise not to share their personal information with third parties without their permission. (Salesforce)
There is no doubt that 92% of customers appreciate businesses giving them control over what information is collected about them. (Salesforce)
In order to collect and analyze data, 23% of businesses make use of social media as a tool. (Gartner)
In exchange for context-driven interactions in which they are immediately understood and known, 79% of customers are willing to share relevant information about themselves. (Salesforce)
It has been reported that 56% of customers are willing to share their personal information in exchange for better service. (Salesforce)
In the average customer service call, agents only ask a customer’s name 21% of the time. (Glance)
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There is no doubt about the importance of word-of-mouth marketing
36% of consumers will share either a good or a bad experience with their customer service experience with others. Facebook is the most popular platform to share customer service experiences followed closely by Instagram. (CFI Group)
Consumers are expected to read online reviews for local businesses 87% of the time in 2020. (Bright Local)
The majority of customers will tell others about their good experiences 72% of the time. (Salesforce)
When customers have a good experience, 72% of them will tell six or more people about it. (Esteban Kolsky)
94% of American customers are more likely to recommend a company whose service they rate as “very good.” (Qualtrics XM Institute)
Sixty-seven percent of customers credit a horrible customer experience with their decision to switch companies. (Esteban Kolsky)
The Qualtrics XM Institute found that only 13% of consumers would recommend a company whose customer service they rated as “very poor.”
In fact, a majority of customers say they don’t share their good or bad service experiences on social media. (CFI Group)
It is estimated that 33% of consumers would recommend a brand that responds quickly, but ineffectively. (Nielsen-McKinsey)
78% of consumers who complain to a company on Twitter expect to receive a response within an hour. (Lithium)
In the case of a bad experience, 13% of customers tell 15 or more people about it. (Esteban Kolsky)
In a recent study, it was found that 79% of customers who complained online had their complaints ignored. (RightNow)
Only 17% of consumers would recommend a brand that provides a slow but effective solution. (Nielsen-McKinsey)
A customer service fact shows that only one in twenty-six customers will share their negative experience with a business; the rest simply leave. (Esteban Kolsky)
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Having to deal with angry customers
The fact that 21% of people had to wait too long at a hospital pharmacy made them decide not to fill their prescription there and go to another pharmacy to fill it. (Sage Journals)
Over 70 percent of customers are irritated when their calls are transferred from one department to another. (Zendesk)
The number one reason customers switch products and services is the feeling that they are unappreciated. (New Voice Media)
Customers are most frustrated when they have to wait on hold for longer than expected, and 33% of customers are most frustrated when they have to repeat themselves to different support staff. (HubSpot Research)
70% of unsatisfied customers whose problems are resolved are willing to shop with that business again if their problems are resolved. (Glance)
The most frustrating part of a service experience for nearly 60% of consumers is waiting on hold and waiting to be served. (Zendesk)
The majority of customers would prefer to be given parking tickets than to wait in a phone tree for service or to have their questions repeated multiple times between different team members. (HubSpot)
Customer service has been reported to have become angry with 35% of customers. (American Express)
Almost 27 percent of Americans report that the most frustrating aspect of customer service is ineffective service. (Statista)
The top level of customer service frustration cited by 12% of Americans is “lack of speed.” (Statista)
More than seventy percent of customers say talking to multiple people about their problems is poor customer service. (Dimensional Research)
In a recent survey, 79% of consumers say that they were ignored when they complained about a bad customer experience through online feedback. (Harris Interactive)
The majority of customers (84%) report that their expectations were not exceeded by the customer service they received during their last interaction. (Harvard Business Review)
There are 78% of customers who have given up on a transaction because of a negative customer experience. (American Express)
When customers cannot reach a customer service representative, they end a call in frustration 67% of the time. (Glance)