{"id":77345,"date":"2022-06-30T16:37:05","date_gmt":"2022-06-30T16:37:05","guid":{"rendered":"https:\/\/intelligentbee.com\/blog\/?p=77345"},"modified":"2024-02-13T13:47:21","modified_gmt":"2024-02-13T13:47:21","slug":"statistics-about-customer-service","status":"publish","type":"post","link":"https:\/\/intelligentbee.com\/blog\/statistics-about-customer-service\/","title":{"rendered":"Statistics about Customer Service"},"content":{"rendered":"

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.<\/span><\/p>\n

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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.<\/span><\/p>\n

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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.<\/span><\/p>\n

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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.<\/span><\/p>\n

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———<\/span><\/p>\n

Customer Service Statistics That Will Blow Your Mind<\/span><\/p>\n

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It is estimated that 48% of consumers have stopped doing business with a company because of a bad experience with them.<\/span><\/p>\n

According to surveys, 89% of companies compete solely based upon customer service quality!<\/span><\/p>\n

In addition to this, 89% of clients decided to switch to another company after having an unpleasant experience with customer service.<\/span><\/p>\n

It is estimated that businesses in the United States lose $1,7 trillion due to poor customer service every year!<\/span><\/p>\n

According to a recent survey, 95% of people believe customer care is vital to making them loyal customers.<\/span><\/p>\n

86% of all customers would be willing to pay more to get great service!<\/span><\/p>\n

Dissatisfied customers represent only around 4% of the total customer base…<\/span><\/p>\n

for every complaint, there are another 26 unhappy customers who remain silent.<\/span><\/p>\n

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.<\/span><\/p>\n

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———<\/span><\/p>\n

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Why High-Quality Customer Service is Important —<\/span><\/p>\n

90% of Americans attribute their decision to doing business with a company to the quality of customer service that the company offers. (Microsoft)<\/span><\/p>\n

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The cost of acquiring a new customer is between 5 and 25 times more than the cost of keeping an existing one. (Invesp)<\/span><\/p>\n

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The poor customer service experience is the number one reason why consumers switch companies. (Microsoft)<\/span><\/p>\n

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89% of consumers are more likely to make another purchase after a positive customer service experience. (Salesforce Research)<\/span><\/p>\n

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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)<\/span><\/p>\n

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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)<\/span><\/p>\n

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In 86% of the cases, good customer service is what converts one-time clients into long-term advocates for a brand. (Khoros)<\/span><\/p>\n

An NPS Promoter score has a customer lifetime value of 600%-1,400% higher than a NPS Detractor score. (Bain & Company)<\/span><\/p>\n

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The percentage of consumers that are likely to make another purchase after a positive experience with customer service is 89%. (Salesforce Research)<\/span><\/p>\n

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93% of customers who have experienced excellent customer service are likely to purchase from the same company in the future. (HubSpot Research)<\/span><\/p>\n

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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)<\/span><\/p>\n

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By increasing customer retention rates by just 5%, a company can increase its profits by anywhere between 25 and 95%. (Bain and Company)<\/span><\/p>\n

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Almost three out of every five consumers report that good customer service is vital when it comes to feeling loyal to a brand. (Zendesk)<\/span><\/p>\n

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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)<\/span><\/p>\n

It is estimated that the cost of acquiring a new customer is between 5 and 25 times that of retaining an existing one. (Invesp)<\/span><\/p>\n

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More than 80% of customers say they feel loyal to brands that respond to their complaints and resolve them. (Khoros)<\/span><\/p>\n

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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)<\/span><\/p>\n

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It is estimated that 80% of companies analyze and improve the customer experience using customer satisfaction scores. (Harvard Business Review)<\/span><\/p>\n

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More than 72% of companies believe analytics reports can be used to improve customer service. (Deloitte)<\/span><\/p>\n

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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)<\/span><\/p>\n

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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)<\/span><\/p>\n

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Three out of five consumers believe it is important to have good customer service in order to feel loyal towards a brand. (Zendesk)<\/span><\/p>\n

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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)<\/span><\/p>\n

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The number of customers who are likely to repeat their purchase with a business that offers excellent customer service is 93%. (HubSpot Research)<\/span><\/p>\n

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———<\/span><\/p>\n

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A Poor Customer Service Experience Can Cost You a Lot<\/span><\/p>\n

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According to a recent report, approximately half of consumers say they would switch to a new brand after having a bad experience. (Zendesk)<\/span><\/p>\n

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80% of consumers say that if they experience a negative experience more than once, they would rather do business with a competitor. (Zendesk)<\/span><\/p>\n

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\u00a0Only one in five consumers will forgive a bad experience at a company whose customer service they rate as \u201cvery poor.\u201d Nearly 80% will forgive a bad experience if they rate the service team as \u201cvery good.\u201d (Qualtrics XM Institute)<\/span><\/p>\n

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Over 78% of customers have decided not to make a purchase due to a bad customer experience. (Glance)<\/span><\/p>\n

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In order to make up for one negative customer experience, you need 12 positive ones. (Ruby Newell-Legner\u2019s \u201dUnderstanding Customers\u201c)<\/span><\/p>\n

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American consumers are more likely to switch companies as a result of poor customer service. (Microsoft)<\/span><\/p>\n

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It is estimated that 65% of customers have switched to a different brand because of a poor experience at their previous brand. (Khoros)<\/span><\/p>\n

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It is estimated that around 80% of consumers will prefer to do business with a competitor after more than one bad experience. (Zendesk)<\/span><\/p>\n

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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.”).<\/span><\/p>\n

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———<\/span><\/p>\n

Customer Service Channels That Are Most Effective<\/span><\/p>\n

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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)<\/span><\/p>\n

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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)<\/span><\/p>\n

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The American consumer prefers knowledge bases over all other forms of self-service. (Forrester)<\/span><\/p>\n

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Facebook is the most popular social media platform in the United States, with more than 79% of internet users accessing it. (Lyfe Marketing)<\/span><\/p>\n

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More than any other communication channel, Millennials prefer live chat for customer support. (Comm100)<\/span><\/p>\n

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———<\/span><\/p>\n

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Some of the frustrations customers face<\/span><\/p>\n

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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)<\/span><\/p>\n

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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)<\/span><\/p>\n

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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)<\/span><\/p>\n

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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)<\/span><\/p>\n

———<\/span><\/p>\n

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The value of sharing customer service experiences<\/span><\/p>\n

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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)<\/span><\/p>\n

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Almost nine out of ten customers in the United States would recommend a company whose service they consider “very good.” (Qualtrics XM Institute)<\/span><\/p>\n

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A Qualtrics XM Institute survey found that only 13% of consumers would recommend a company whose customer service they had rated as “very poor.”.<\/span><\/p>\n

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Over half of customers say that they don’t use social media to share their good or bad service experiences. (CFI Group)<\/span><\/p>\n

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———<\/span><\/p>\n

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Taking advantage of the customer service opportunity<\/span><\/p>\n

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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)<\/span><\/p>\n

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Just by increasing customer retention rates by at least 5%, businesses can increase their profits by at least 25% to 95%. (Bain and Company)<\/span><\/p>\n

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By prioritizing better customer service experiences than their competitors, businesses are able to grow revenues between 4% and 8% above their market. (Bain & Company)<\/span><\/p>\n

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There are 89% of companies that perform better financially than their competitors when they have “significantly above average” customer experiences. (Qualtrics XM Institute)<\/span><\/p>\n

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Statistics about Customer Experience<\/span><\/p>\n

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Approximately 70 percent of the customer journey is influenced by how the client feels they are being treated. (McKinsey)<\/span><\/p>\n

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Adding personalized consumer experiences to your online conversions can improve your conversion rate by an average of 8%. (Trust Pilot)<\/span><\/p>\n

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An average of only 21% of customer service agents ask for a customer’s name when they are contacting the customer. (Glance)<\/span><\/p>\n

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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)<\/span><\/p>\n

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Almost 90% of customers report trusting a company whose service they rate as \u201cvery good.\u201d On the other hand, only 16% of those who give a \u201cvery poor\u201d rating trust companies to the same degree. (Qualtrics XM Institute)\u00a0<\/span><\/p>\n

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———<\/span><\/p>\n

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Statistics on Customer Satisfaction<\/span><\/p>\n

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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)<\/span><\/p>\n

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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)<\/span><\/p>\n

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It has been reported that almost 70% of customers are irritated when their calls are redirected from department to department. (Zendesk)<\/span><\/p>\n

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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)<\/span><\/p>\n

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\u00a0A customer with a NPS\u00ae promoter score will have a customer lifetime value 600% – 1400% higher than a customer with a detractor score. (Bain & Company)<\/span><\/p>\n

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———<\/span><\/p>\n

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Listening to what customers have to say<\/span><\/p>\n

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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, \u201cimmediate\u201d refers to 10 minutes or less. (HubSpot Research)<\/span><\/p>\n

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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)<\/span><\/p>\n

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According to Zondex, 90% of customers are concerned with how issues are resolved in their customer service interactions. (KPMG)<\/span><\/p>\n

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Approximately 70% of customers report that they can easily take their business to a competitor with the help of technology. (Salesforce)<\/span><\/p>\n

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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)<\/span><\/p>\n

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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)<\/span><\/p>\n

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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)<\/span><\/p>\n

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About 70% of a customer’s journey is based on how they feel they are treated by the customer service department. (McKinsey)<\/span><\/p>\n

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In fact, 53% of shoppers believe their feedback isn’t passed along to anyone who is able to act on it. (Microsoft)<\/span><\/p>\n

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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)<\/span><\/p>\n

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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)<\/span><\/p>\n

———<\/span><\/p>\n

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A personal touch can have a powerful impact on a company<\/span><\/p>\n

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It has been reported that 70% of customers believe maintaining their business is fundamentally dependent on service agents’ understanding of sales interactions. (Salesforce)<\/span><\/p>\n

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80% of customers agree that the experience a company provides is just as important as the products or services it offers. (Salesforce)<\/span><\/p>\n

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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)<\/span><\/p>\n

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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)<\/span><\/p>\n

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It has been estimated that 90% of people are more likely to trust a company that has a firm policy regarding their privacy. (Salesforce)<\/span><\/p>\n

If you use personalized consumer experiences in your online marketing campaign, you can improve your conversion rate by 8%. (Trust Pilot)<\/span><\/p>\n

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It is reported that 88% of people trust companies which promise not to share their personal information with third parties without their permission. (Salesforce)<\/span><\/p>\n

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There is no doubt that 92% of customers appreciate businesses giving them control over what information is collected about them. (Salesforce)<\/span><\/p>\n

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In order to collect and analyze data, 23% of businesses make use of social media as a tool. (Gartner)<\/span><\/p>\n

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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)<\/span><\/p>\n

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It has been reported that 56% of customers are willing to share their personal information in exchange for better service. (Salesforce)<\/span><\/p>\n

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In the average customer service call, agents only ask a customer’s name 21% of the time. (Glance)<\/span><\/p>\n

———<\/span><\/p>\n

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There is no doubt about the importance of word-of-mouth marketing<\/span><\/p>\n

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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)<\/span><\/p>\n

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Consumers are expected to read online reviews for local businesses 87% of the time in 2020. (Bright Local)<\/span><\/p>\n

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The majority of customers will tell others about their good experiences 72% of the time. (Salesforce)<\/span><\/p>\n

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When customers have a good experience, 72% of them will tell six or more people about it. (Esteban Kolsky)<\/span><\/p>\n

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94% of American customers are more likely to recommend a company whose service they rate as “very good.” (Qualtrics XM Institute)<\/span><\/p>\n

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Sixty-seven percent of customers credit a horrible customer experience with their decision to switch companies. (Esteban Kolsky)<\/span><\/p>\n

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The Qualtrics XM Institute found that only 13% of consumers would recommend a company whose customer service they rated as “very poor.”<\/span><\/p>\n

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In fact, a majority of customers say they don’t share their good or bad service experiences on social media. (CFI Group)<\/span><\/p>\n

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It is estimated that 33% of consumers would recommend a brand that responds quickly, but ineffectively. (Nielsen-McKinsey)<\/span><\/p>\n

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78% of consumers who complain to a company on Twitter expect to receive a response within an hour. (Lithium)<\/span><\/p>\n

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In the case of a bad experience, 13% of customers tell 15 or more people about it. (Esteban Kolsky)<\/span><\/p>\n

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In a recent study, it was found that 79% of customers who complained online had their complaints ignored. (RightNow)<\/span><\/p>\n

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Only 17% of consumers would recommend a brand that provides a slow but effective solution. (Nielsen-McKinsey)<\/span><\/p>\n

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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)<\/span><\/p>\n

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———<\/span><\/p>\n

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Having to deal with angry customers<\/span><\/p>\n

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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)<\/span><\/p>\n

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Over 70 percent of customers are irritated when their calls are transferred from one department to another. (Zendesk)<\/span><\/p>\n

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The number one reason customers switch products and services is the feeling that they are unappreciated. (New Voice Media)<\/span><\/p>\n

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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)<\/span><\/p>\n

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70% of unsatisfied customers whose problems are resolved are willing to shop with that business again if their problems are resolved. (Glance)<\/span><\/p>\n

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The most frustrating part of a service experience for nearly 60% of consumers is waiting on hold and waiting to be served. (Zendesk)<\/span><\/p>\n

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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)<\/span><\/p>\n

 <\/p>\n

Customer service has been reported to have become angry with 35% of customers. (American Express)<\/span><\/p>\n

 <\/p>\n

Almost 27 percent of Americans report that the most frustrating aspect of customer service is ineffective service. (Statista)<\/span><\/p>\n

 <\/p>\n

The top level of customer service frustration cited by 12% of Americans is “lack of speed.” (Statista)<\/span><\/p>\n

 <\/p>\n

More than seventy percent of customers say talking to multiple people about their problems is poor customer service. (Dimensional Research)<\/span><\/p>\n

 <\/p>\n

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)<\/span><\/p>\n

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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)<\/span><\/p>\n

 <\/p>\n

There are 78% of customers who have given up on a transaction because of a negative customer experience. (American Express)<\/span><\/p>\n

 <\/p>\n

When customers cannot reach a customer service representative, they end a call in frustration 67% of the time. (Glance)<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

Today, the relationship between businesses and consumers is very different from how it was a few decades ago. At that […]<\/p>\n","protected":false},"author":4,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[2121],"tags":[],"yst_prominent_words":[268,309,329,396,450,455,1523,1535,2108,2205],"post_mailing_queue_ids":[],"_links":{"self":[{"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/posts\/77345"}],"collection":[{"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/users\/4"}],"replies":[{"embeddable":true,"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/comments?post=77345"}],"version-history":[{"count":3,"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/posts\/77345\/revisions"}],"predecessor-version":[{"id":132695,"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/posts\/77345\/revisions\/132695"}],"wp:attachment":[{"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/media?parent=77345"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/categories?post=77345"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/tags?post=77345"},{"taxonomy":"yst_prominent_words","embeddable":true,"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/yst_prominent_words?post=77345"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}