Here are some customer service statistics that demonstrate the power of a positive customer service experience.  Note each statistic is provided with a reference for its source.  These statistics were compiled by Gigi Peccolo, the Content Manager at OneReach, a consulting firm.

  1. By the year 2020 (coming up fast!), customer service will beat out price and product as the key brand differentiator. (Walker Info)
  2. It’s 6-7 times more expensive to attract a new customer than to keep an existing one. (White House Office of Consumer Affairs)
  3. A 10% increase in customer retention can result in 30% increase in company value. (Bain & Co.)
  4. If customers have a “very good” or “excellent” service experience, 97% of them are “very” or “extremely” likely to tell friends and family about it. (Survey Monkey)
  5. 89% of customers will start doing business with a competitor after a negative service experience. (VPI Corp)
  6. 82% of customers stopped doing business with a company after a bad customer service experience. (RightNow)
  7. Over 65% of customers say that valuing their time is the most important thing a company can do to provide good online service. (NICE)
  8. Three out of five customers would try a new brand or company in order to get better service. (American Express)
  9. Over 90% of customers who have an effortless service experience with companies will buy from that company again. (CEB)
  10. Only a paltry 1% of customers feel that their expectations of good customer service are always met. (RightNow)
  11. 90% of customer service decision makers believe that delivering good customer service is essential to their companies’ success. (Forrester)
  12. 58% of customers are willing to spend more with companies that provide a great customer service experience. (American Express)
  13. 87% of customers share good service experiences with others. (Zendesk)
  14. Nearly 50% of customers who had a negative service experience have told over 10 people about it. (Harvard Business Review)
  15. 73% of consumers say that a friendly customer service rep can make them fall in love with a brand. (RightNow)
  16. 74% of customers find a poor customer service experience annoying. (Synthetix)
  17. 85% of organizations support multichannel customer service interactions. (Deloitte)
  18. Over 60% of companies think mobile customer service is a competitive differentiator. (ICMI)
  19. 90% of customers expect to receive a consistent customer experience across channels. (Synthetix)
  20. 74% of customers have spent more in response to good customer service. (American Express)
  21. 68% of customers say they’ve switched brands because of bad customer service. (Accenture)
  22. S. companies lose approximately $41 billion annually due to bad customer service. (SmartCustomerService)
  23. 78% of consumers have bailed on a transaction because of bad customer service. (American Express)
  24. 81% of customers are likely to repeat business with a company after a good service experience. (Kissmetrics)
  25. A 5% increase in customer retention can increase profits by up to 125%. (Bain & Co.)
SOURCEThe Customer Institute
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Bill Bleuel
Dr. Bill Bleuel is an award-winning Professor of Decision Sciences at Pepperdine University’s Graziadio School of Business and Management. Dr. Bleuel’s expertise lies in the quantitative aspects of business. He specializes in the measurement and analysis of operations, customer satisfaction, customer loyalty and customer retention. He has held senior positions in engineering, marketing and service management at Xerox, Taylor Instrument Company and Barber Colman Company. Dr. Bleuel has also experience as general manager in two start-up companies that he co-founded.

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