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.)