Do you know how to keep your customers satisfied?
Customer service is a high-stakes game. Every company is competing for the same customers, and customer satisfaction is one of the main differentiators between success and failure.
Perhaps one of the greatest risks to company reputation today is that a single disgruntled customer has the power to disrupt your whole operation with the power of social media, which can amplify their complaints across the web.
For this reason, customer experience has become the key to business success.
We’ve compiled a list of 100+ customer service statistics and trends to help you provide delightful support experience.
- Latest Customer Experience Trends
- What Customers Think of CX
- Customers Communication Statistics
- Poor Customer Service Experiences
- How Personal Touch Empowers Businesses
- Great Customer Service Statistics
- Building Brand Loyalty
- Millennials Today
- Customer Service Stats for Social Media
- Rise of the Automation Industry & Self-Service
Build a Delightful Customer Experience With These Customer Service Statistics
Access to trends and insights on customer experience is important for your brand to learn about the areas where you can improve your services and products. With this blog, we aim to help you do just that. Let’s take a look at the stats below.
Latest Customer Experience Trends
1. A customer experience promoter has a lifetime value to a company that’s 600 to 1,400% that of a detractor. – Bain
2. 46% of decision-makers in global contact centers expect their business to grow 5-10% in the next year, while 14% project a massive growth of more than 10%. – Forrester
3. Around 54% of all consumers globally say they have higher customer service expectations than they did just one year ago. – Microsoft
4. Worldwide, 67% of people believe that customer service as a whole is improving. – Microsoft
5. In 2017, 64% of customers in the United States connected with some form of customer service. – Statista
6. 52% of people around the globe believe that companies need to take action on feedback provided by their customers. – Microsoft
7. 81% of Americans report that businesses are either meeting or exceeding expectations when it comes to customer service. – American Express
8. 40% of all Americans believe that businesses have begun to better focus their attention on customer service. – American Express
9. 75% of brands report that they are measuring customer engagement, but cannot define what it is. – Kolsky
Takeaway: Customers today have higher expectations from brands. Due to this, we see many brands working day and night to improve customer experience with an intent to exceed their expectations with their services.
What Customers Think of CX
10. When it comes to making a purchase, 64% of people find customer experience more important than price. – Gartner
11. The majority (66%) of adults feel that valuing their time is the most important thing a company can do to provide them with good online customer experience. – Forrester
12. B2B decision makers felt the lack of speed in interactions with their suppliers is the number one pain point, mentioning twice as often as price. – Temkin Group
13. Feeling unappreciated is the #1 reason customers switch away from products and services. – NewVoiceMedia
Takeaway: Customers give more importance to the services and are ready to pay more for quality. They wish to avoid lack of speed when it comes to support interactions because it makes them feel unappreciated.
Customers Communication Statistics
14. Out of all customer service engagements around the world in 2017, 52% began online. – Microsoft
15. 67% of customer service interactions can be handled by a dedicated community of core customers. – Kolsky
16. 90% of consumers expect an online portal for customer service. – Microsoft
17. 88% of consumers are influenced by online customer service reviews when making a buying decision. – Dimensional Search
18. 68% of consumers say that a brand’s perception becomes positive when companies send proactive customer service notifications to them. – Microsoft
19. 86% of millennials say they are influenced by negative reviews when purchasing a product or service. – Dimensional Research
20. 23% of consumers seek face-to-face interactions for complicated customer service issues like troubleshooting. – American Express
21. 57% of customers would rather contact companies via digital media such as email than use voice-based customer support. – Ameyo
22. For more complicated interactions, such as payment disputes, 40% of customers prefer talking to a real person over the phone. – American Express
23. 74% of Americans have used the landline to contact customer service. – Microsoft
24. Globally, only 5% of customer service interactions begin with a face-to-face meeting.
25. 79% among millennials are more inclined to buy from brands that have a mobile-responsive customer support portal. – Microsoft
26. Nearly 1/3 of customers report sending an SMS/text message to the company requesting assistance. – Forrester
27. One-third of all customers use their mobile device to initiate contact with customer service. – Microsoft
28. 29% of global companies prefer smartphones and mobile devices to traditional computers due to mobility. – Kolsky
29. 66% of consumers have used at least 3 different communication channels to contact customer service. – Microsoft
30. 33% of customers have contacted a company through Facebook or similar social channels. – Forrester
Takeaway: Customers instant engagement with a brand and expect the organization to provide online support to help them find answers fast. What’s more, they tend to give more preference to companies who have a mobile-responsive customer support portal and provide help through more than 3 different communication channels.
Poor Customer Service Experiences
31. 4 out of 10 consumers will recommend others not to buy from a business if they have had poor customer service with them. – Dimensional Research
32. Even though fewer customers may be experiencing problems, more customers are inclined to complain about customer service problems than ever before. – Deloitte
33. 44% of consumers say they received the wrong answer from a customer service representative in the past. – Kolsky
34. 72% of consumers consider it poor customer service if they had to explain their problem to multiple people. – Dimensional Research
35. 47% of consumers have made the choice to switch to a different brand due to bad customer service within the last year. – Microsoft
36. After a bad customer service experience, 39% of customers will avoid a company for two years. – Dimensional Research
37. 91% of customers who are unhappy with a brand will just leave without complaining.
38. 79% of consumers who shared complaints about poor customer experience online had their complaints ignored. – Harris Interactive
39. 38.56% of people around the world have stopped doing business with a company because of poor customer service experience. – Microsoft
40. One-third of consumers say they would consider switching companies after just one instance of bad customer service. – American Express
41. The majority of Americans have decided to not go through with a purchase because of a poor customer service experience. – American Express
42. 67% of customer churn is preventable if firms resolve issues the first time they occur.
43. An average American tells 15 people when they’ve had a poor customer service experience. – American Express
44. Men tell more people (21 people) when they experience poor customer service. – American Express
45. On average, women tell about 10 people when they have had a poor customer service experience. – American Express
46. 12% of Americans rate their number one frustration with customer service as “lack of speed.” – Statista
47. 27% of Americans report “lack of effectiveness” as their number one frustration with customer service. – Statista
Takeaway: Poor brand reputation is a result of bad customer service. And to stop customers leaving without letting the brand know, it is important to work upon their feedback. This can curb negative reviews that customers tend to share and retain them effectively.
How Personal Touch Empowers Businesses
48. 68% of customers said that a pleasant representative was key to their recent positive service experiences, while 62% said that a representative’s knowledge or resourcefulness was key. – American Express
49. 75% of customers believe it takes too long to reach a live agent. – Harris Interactive
50. 69% of online adults in the US shop more with retailers that offer consistent customer service both online and offline. – Forrester
51. When Donors Choose sent handwritten thank-you notes to half of all recent first-time donors, 38% of people who received a thank-you note were more likely to give again than those who didn’t receive one. – DonorsChoose
Takeaway: It is important for brands to add a personal human touch during a support conversation, no matter what medium they choose to interact with customers. Doing so will give the customers the impression that brands care for them.
Great Customer Service Statistics
52. Globally, companies respond to 85% of customer service questions. –
53. Friendly customer service representatives, who create a memorable experience, encourage 73% of customers to stick with a brand. – Harris Interactive
54. 90% of customers are influenced by positive reviews when buying a product. – Dimensional Research
55. Positive reviews of customer service online are read 6% more than negative ones. – Dimensional Research
56. 52% of consumers say they have made an additional purchase from a company after a positive customer service experience. – Dimensional Research
57. Service insight and knowledge is also key to a good experience according to 62% of consumers. – American Express
58. 68% of customers believe a polite customer service representative is the key to great customer service. – American Express
59. 70% of consumers say they have already made a choice to support a company that delivers great customer service. – American Express
60. Service insight and knowledge is also key to a good experience according to 62% of consumers. – American Express
61. About one in three people (30%) say the most important aspect of customer service is speaking with a knowledgeable and friendly agent. – Microsoft
62. Attracting a new customer is 6-7 times more expensive than retaining a current one.– Kolsky
63. A 5% increase in customer retention can produce 25% more profit. – Bain
64. Increasing customer retention rates by 5% boost profits by 25% to 95%. – Harvard Business Review
65. Companies that excel in customer experience drive revenues 4% to 8% higher than their peers. – Bain
Takeaway: Organizations can only receive support from customers if they ensure to provide consistent good customer service. For that they need to hire friendly and knowledgeable agents who are ready to offer anytime, anywhere support. This approach will help to make sure that customers are delighted with the services received by the brand.
Building Brand Loyalty
66. Across the globe, 96% of consumers say customer service is an important factor in their choice of loyalty to a brand. – Microsoft
67. 72% of consumers say that when contacting customer service they expect the agent to “know who they are, what they have purchased and had insights into their previous engagements.” – Microsoft
68. 67% of customers worldwide say that customer engagement levels have improved in the last 2 years. – Ameyo
69. 89% of consumers have switched to doing business with a competitor following a poor customer experience. – Harris Interactive
70. 33% of customers who abandoned a business relationship last year did so because personalization was lacking. – Accenture
71. 48% of consumers expect specialized treatment for being a good customer. – Accenture
72. Brands are viewed more favorably by 77% of consumers if they proactively invite and accept customer feedback. – Microsoft
73. When asking consumers what impacts their level of trust with a company, offering excellent customer service ranked number one. – Dimensional Research
74. Two-thirds of customers are willing to share personal information with companies–but only in exchange for some perceived value. – Accenture
75. 34% of companies are implementing “customer journey mapping” into their customer service. – Kolsky
Takeaway: To boost brand loyalty, it is important that organizations are proactive, provides the specialized treatment that customers expect, and address them with their names while keeping their previous engagement with the brand.
76. One in two millennials has complained about a brand on social media. – Microsoft
77. Millennials are the only demographic group among Americans who tell more people when they have a good customer service experience rather than a bad one. – American Express
78. 84% of millennials say that businesses are meeting or exceeding their service expectations. – American Express
79. 63% of millennials begin their customer service interactions online. – Microsoft
80. 74% of millennials report that their perception of a brand improves when it is clear the company responds to customers' social media inquiries. – Microsoft
81. 31% of customers report reaching out to a company via Twitter. – Forrester
82. Millennials use their mobile devices to contact customer service at a rate of 43%. – Microsoft
83. 66% of 18-34-year-olds say their customer service expectations have increased in the past one year. – Microsoft
84. Millennials will pay 21% more to do business with companies who excel at customer service. – American Express
Takeaway: In times when Millennials prefer to interact with a brand online for customer support, it becomes all the more important to excel at customer service.
Customer Service Stats for Social Media
85. 35% of US consumers report reaching out to business over social media at some point in 2017. – American Express
86. Globally, 18% of customers expect a response from a company’s social media within one hour. – Statista
87. 48% of consumers expect a response to social media questions and complaints within 24 hours. – Statista
88. The average wait time for a response on social media is nine hours. – CustomerBliss
89. Among those Americans who have sent customer service requests over social media, 84% report receiving a prompt response. – Microsoft
90. 33% of US consumers do not expect a response when asking a question of a company’s social media. – Statista
91. 33% of people aged 18-34 have contacted a company’s customer service via social media. – Microsoft
92. 55% of people aged 18-34 have praised a brand or its customer service over social media. – Microsoft
93. 65% of people aged 18-34 believe social media is an effective channel for customer service, while 75% of people aged 55 and over do not. – Microsoft
94. One-third of Americans have used social media to complain about a brand or its customer service. – Microsoft
95. Americans are more likely to post about good experiences on social media (53%) than sad experiences (35%). – American Express
96. In 2017, 35% reported reaching out on social channels, up from 23% in 2014 and 17% in 2012. Of those who have used social media for a customer service concern, 84% say they have received a response or resolution, up significantly from 65% in 2014. – American Express
Takeaway: People today are more likely to contact a business via their social media channels. Therefore, it becomes all the more important to respond to their questions instantly.
Rise of the Automation & Self-Service
97. Over half of consumers say that the main reason they cannot resolve an issue on their own is because there is too little information online. – Microsoft
98. It’s estimated that by 2020, 85% of customer service interactions will be automated. – Ameyo
99. 30% of US consumers rate chatbot interactions as “very effective” in dealing with customer service issues. – Microsoft
100. 37% of customers report using an online virtual agent or chatbot from a website, and nearly that many have used a virtual agent or chatbot on a smartphone. – Forrester
101. 30% of consumers say not being able to reach a real human is the most frustrating aspect of a bad customer service experience. – Microsoft
102. 77% of consumers state that they have used a self-service support portal. – Microsoft
103. Only 12% of Americans say they cannot find the information they need in self-service portals. – Microsoft
104. Over 60% of US consumers prefer an automated self-service such as a website or mobile app for simple customer service tasks. – American Express
Takeaway: The use of self-service platforms or chatbots on the website has increased over a period of time. While customers do seek self-service platforms to get instant answers to their questions, chatbots are something that they are still getting used too as it misses a human touch to the conversation.
The Need for Statistics on Customer Service
Building a strong customer service is essential for every brand to stay in business. However, it is only possible if brands get access to existing numbers that shape the customer service industry.
In an attempt to assist organizations to improve customer experience, we’ve listed 100+ statistics covered by major brands in the market like Microsoft, American Express, Forrester, and others. The customer service facts covered by these companies imply on various industries and majorly discuss how providers have a way to improve their services further.