Excellent customer service reigns supreme in the world of business. Consumers demand it and businesses flourish when they embody good customer service skills and standards. We have compiled an extensive list of statistics that prove the importance of customer service for every company.  After all, “Customers do not care how much you know unless they know how much you care.” — Damon Richards, Customer Service Expert. (Forbes)

Why Good Customer Service Matters

  • In 2017, 64% of Americans contacted some form of customer service. (Statista)
  • Globally, 54% of all consumers say that they have higher customer service expectations than they did just one year ago. (Microsoft)
  • Across the globe, 96% of consumers say customer service is an important factor in their choice of loyalty to a brand. (Microsoft)
  • When asking consumers what impacts their level of trust with a company, offering excellent customer service ranked number one. (Dimensional Research)
  • 48% of consumers expect specialized treatment for being a good customer. (Accenture)
  • 72% of consumers say that when contacting customer service they expect the agent to “know who they are, what they have purchased and have insights into their previous engagements.” (Microsoft)
  • Brands are viewed more favorably by 77% of consumers if they proactively invite and accept customer feedback. (Microsoft)
  • 68% of customers believe the key to great customer service is a polite customer service representative. (American Express)
  • Americans will pay 17% more to do business with firms with great reputations when it comes to customer service.(American Express)
  • 70% of consumers say they have already made a choice to support a company that delivers great customer service. (American Express)
  • 52% of consumers say they have made an additional purchase from a company after a positive customer service experience. (Dimensional Research)
  • About one in three people (30%) say the most important aspect of customer service is speaking with a knowledgeable and friendly agent. (Microsoft)
  • A 5% increase in customer retention can produce 25% to 95% more profit. (Bain and Company)
  • Friendly employees or customer service representatives are what make a memorable experience that causes consumers to stick with a brand, for 73% of customers. (Harris Interactive)
  • Companies that excel at the customer experience drive revenues 4% to 8% higher than those of their market. (Bain and Company)
  • 67% of customer churn is preventable if firms resolve issues the first time they occur. (Ameyo)
  • Millennials will pay 21% more to do business with companies who excel at customer service.(American Express)
  • By 2020 customer experience will overtake price and product as the main differentiator between competitors. (Walker)
  • A $1billion company can generate an average $823 million revenue increase in three years with only a moderate enhancement in customer experience. (Temkin)
  • Companies which deploy a thoughtfully crafted customer service program enjoy a 92% customer retention rate. (Business Intelligence Group)
  • 70% of unhappy customers are willing to forgive and shop with a business again if their problem is resolved. (Glance)

 

How Bad Customer Service Hurts

  • 52% of people around the globe believe that companies need to take action on feedback provided by their customers. (Microsoft)
  • 33% of customers who abandoned a business relationship last year did so because personalization was lacking. (Accenture)
  • 89% of consumers have switched to doing business with a competitor following a poor customer experience.  (Harris Interactive)
  • Attracting a new customer is 6-7times more expensive than retaining a current one. (Huffpost)
  • 90% of customers are influenced by positive reviews when buying a product. (Dimensional Research)
  • One-third of consumers say they would consider switching companies after just one instance of bad customer service. (American Express)
  • The majority of Americans have decided to not go through with a purchase because of a poor customer service experience. (American Express)
  • The average American tells 15 people when they’ve had a poor customer service experience. (American Express)
  • 27% of Americans report “lack of effectiveness” as their number one frustration with customer service. (statista)
  • 12% of Americans rate their number one frustration with customer service as “lack of speed.” (statista)
  • 79% of consumers who shared complaints about poor customer experience online had their complaints ignored. (Harris Interactive)
  • Only 1 out 26 unhappy customers will make a complaint to the company about their experience. The other 25 churn and look for another vendor. (Huffpost)
  • 56% of people around the world have stopped doing business with a company because of a poor customer service experience. (Microsoft)
  • 72% of consumers see having to explain their problem to multiple people as poor customer service. (Dimensional Research)
  • After a bad customer service experience, 39% of customers will avoid a company for two years.(Dimensional Research)
  • Companies lost $75 billion in 2017 from customers switching to competitors due to bad customer service. (NewVoiceMedia)
  • It takes 12 positive experiences to counteract just 1 negative experience with a company. (Business Insider)

 

What Role Does Digital Media Play

  • 88% of consumers are influenced by online customer service reviews when making a buying decision. (Dimensional Research)
  • 86% of millennials say they are influenced by negative reviews when purchasing a product or service.(Dimensional Research)
  • 48% of consumers expect a response to social media questions and complaints within 24 hours. (statista)
  • 74% of millennials report that their perception of a brand improves when it is clear the company responds to customers’ social media inquiries. (Microsoft)
  • 31% of customers report reaching out to a company via Twitter. (Forrester)
  • 57% of customers would rather contact companies via digital media such as email or social media rather than use voice-based customer support. (Ameyo)
  • For more complicated interactions, such as payment disputes, 40% of customers prefer talking to a real person over the phone. (American Express)
  • Of the Americans who have sent customer service requests over social media, 84% report receiving a response from the company. (Microsoft)
  • Answering a social media complaint increases customer advocacy by as much as 25%. (Convince and Convert)
  • 42% of consumers say that they respond to a negative customer service experience by submitting a negative online review or venting on social media. (NewVoiceMedia)
  • 23% of consumers seek out a face to face interaction for complicated customer service issues like troubleshooting. (American Express)
  • 79% of millennials are more inclined to buy from brands that have a mobile-responsive customer support portal. (Microsoft)

 

A Human Touch Can Make All the Difference

  • The #1 reason customers say they dislike calling companies is not being able to talk to a real person immediately. (NewVoiceMedia)
  • 67% of customers get frustrated and hang up the phone when they can’t reach a customer service representative. (Glance)
  • 68% of customers say that a pleasant customer service representative was fundamental to a positive experience. 62% said that a customer service representative’s knowledge or resourcefulness was the most important factor. (American Express)

 

The Value of Time

  • 66% of adults say that the most important thing a company can do to offer a good online customer experience is to value their time. (Forrester)
  • 64% of consumers would rather buy from companies which can meet their needs in real time. (Salesforce)
  • 59% of customers expect resolution within 30 minutes when contacting customer services by phone, 75% expect resolution within a day via email, and 52% expect resolution within a day via social media. (Zendesk)
  • Customers will hold for an average of 11 minutes before hanging up but 41% say they hate calling companies because of being kept on hold. (NewVoiceMedia)

 

“You’ll never have a product or price advantage again. They can be easily duplicated, but a strong customer service culture can’t be copied.” — Jerry Fritz, Author of Breakthrough Customer Service.