Customer Service Statistics That Applies To Any Industry
- 42% of service agents are unable to efficiently resolve customer issues due to disconnected systems, archaic user interfaces, and multiple applications. (Forrester)
- 45% of US consumers will abandon an online transaction if their questions or concerns are not addressed quickly. (Forrester)
- It is 6-7 times more costly to attract a new customer than it is to retain an existing customer. (White House Office of Consumer Affairs)
- 89% of consumers have stopped doing business with a company after experiencing poor customer service. (RightNow Customer Experience Impact Report)
- Consumers are 2 times more likely to share their bad customer service experiences than they are to talk about positive experiences. (2012 Global Customer Service Barometer)
- 26% of consumers have experienced being transferred from agent to agent without any resolution of their problem. (2012 Global Customer Service Barometer)
- A customer is 4 times more likely to buy from a competitor if the problem is service related vs. price or product related. (Bain & Co.)
- 33% of consumers would recommend a brand that provides a quick but ineffective response. (Nielsen-McKinsey)
- 17% of consumers would recommend a brand that provides a slow but effective solution. (Nielsen-McKinsey)
- It takes 12 positive customer experiences to make up for one negative experience. (Parature)
- Consumers prefer assistance over the following channels: Phone (61%), email (60%), Live Chat (57%), online knowledge base (51%), “click-to-call” support automation (34%). (eConsultancy) 45% of companies offering web or mobile self-service reported an increase in site traffic and reduced phone inquiries. (CRM Magazine)
- 81% of companies motivate employees to treat customers fairly, and 65% provide effective tools and training to gain trust with their customers. (Peppers and Rogers Group)
- 70% of buying experiences are based on how the customer feels they are being treated. (McKinsey)
- 55% of consumers would pay more for better customer experience. (Defaqto Research)
- 83% of consumers require some degree of customer support while making an online purchase. (eConsultancy)
- Customer churn is attributed to the poor quality of customer service. (Accenture Maximizing Customer Retention Report)
- A 10% increase in customer retention levels result in a 30% increase in the value of the company. (Bain & Co)
- Price is not the main reason for customer churn, it is actually due to the overall poor quality of customer service – Accenture global customer satisfaction report 2008.
- A customer is 4 times more likely to defect to a competitor if the problem is service-related than price- or product-related – Bain & Company.
- The probability of selling to an existing customer is 60 – 70%. The probability of selling to a new prospect is 5-20% – Marketing Metrics.
- For every customer complaint, there are 26 other unhappy customers who have remained silent –Lee Resource.
- A 2% increase in customer retention has the same effect as decreasing costs by 10% – Leading on the Edge of Chaos, Emmet Murphy & Mark Murphy.
- 96% of unhappy customers don’t complain, however, 91% of those will simply leave and never come back – 1Financial Training services.
- A dissatisfied customer will tell between 9-15 people about their experience.
- Around 13% of dissatisfied customers tell more than 20 people. – White House Office of Consumer Affairs.
- Happy customers who get their issue resolved to tell about 4-6 people about their experience. – White House Office of Consumer Affair.
- 70% of buying experiences are based on how the customer feels they are being treated – McKinsey.
- 55% of customers would pay extra to guarantee a better service – Defaqto research.
- Customers who rate you 5 on a scale from 1 to 5 are six times more likely to buy from you again, compared to ‘only’ giving you a score of 4.8. – TeleFaction data research.
- It takes 12 positive experiences to make up for one unresolved negative experience – “Understanding Customers” by Ruby Newell-Legner.
- A 5% reduction in the customer defection rate can increase profits by 5 – 95% – Bain & Company.
- It costs 6–7 times more to acquire a new customer than retain an existing one – Bain & Company.
- eCommerce spending for new customers is on average $24.50, compared to $52.50 for repeat customers – McKinsey.
- The customer experience will reign as the primary investment target in 2014 as 68% of businesses plan to increase their customer management spend. (2014 Call Center Executive Priorities Report)
- 78% of companies plan on dedicating significantly more or somewhat more effort to improving their web experience in 2014. (Temkin Group)
- 82% of consumers say the number one factor that leads to a great customer service experience is having their issues resolved quickly. (LivePerson)
- Reducing your customer defection rate by 5% can increase your profitability by 25 to 125%. (Leading on the Edge of Chaos, Emmet Murphy and Mark Murphy)
- In 2013, 62% of global consumers switched service providers due to poor customer service experiences, up 4% from the previous year. (Accenture Global Consumer Pulse Survey)
- 62% of organizations view customer experience provided through contact centers as a competitive differentiator. (Deloitte: Contact Center Survey)
- When purchasing online, 71% of visitors expect help within five minutes. (LivePerson)
- 70% of buying experiences are based on how the customer feels they are being treated. (McKinsey)
- 51% of companies plan to increase the staffing of their centralized customer experience team in 2014. (Temkin Group)
- According to a CEI Survey, 86% of buyers will pay more for better customer experience, but only 1% of customers feel that vendors consistently meet their expectations. (Forbes)
- 83% of consumers require some degree of customer support while making an online purchase. (eConsultancy)
- Executive dashboards and customer journey mapping are the two customer experience activities that had the largest increase in focus since last year. (Temkin Group)
- A 2% increase in customer retention has the same effect as decreasing costs by 10%. (Leading on the Edge of Chaos, Emmet Murphy, and Mark Murphy)
- By 2020, customer experience will overtake price and product as the key brand differentiator. (Customers 2020 Report)
- 84% of companies expect to increase their focus on customer experience measurements and metrics. (Temkin Group)
- According to IQPC’s Executive Report, 79.7% of respondents said that the contact center is involved in defining the customer experience. (Executive Report on Customer Experience)
- Customers are increasingly frustrated with the level of services they experience: 91% because they have to contact a company multiple times for the same reason, 90% by being put on hold for a long time, and 89% by having to repeat their issue to multiple representatives. (Accenture Global Consumer Pulse Survey)
- 63% of companies expect to spend significantly more on customer experience in 2014 than they did in 2013, which is up from 54% in 2012 and 46% in 2011. (Temkin Group)
- 92% of organizations that view customer experience as a differentiator offer multiple contact channels. (Deloitte: Contact Center Survey) 70% of customers will do business with you again if you resolve their complaints. (Ruby Newell-Legner)
