100 Customer Service Statistics You Need to Know

 

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An impressive amount of research has been conducted on customer service trends, but it can take a while to scan through white papers and infographics to find the statistics that are truly important to you.

That’s why we decided to create a definitive list of the most important customer service statistics — to save you time and make your life easier.

We’ve segmented the list by category, so you can easily scroll down to the section you want to see and get real, actionable advice to improve your customer service. Click on the list below, and get fast, easy answers to your customer service conundrums.

Customer Behavior

Customer Service Team Trends

Customer Behavior

 

$41 billion is lost by US companies each year due to poor customer service.

Switching

66% of customers switch companies due to poor service. (Accenture)

  • 40% of customers begin purchasing from a competitor because of their reputation for great customer service. (Zendesk)
  • 44% of US consumers switch to a competitor following a poor customer service experience. (NewVoice)
  • 89% have switched once or twice in the last year. (NewVoice)
  • 82% felt that their service provider could have done something to prevent them from switching. (Accenture)
  • 53% switch because they feel unappreciated. (NewVoice)
  • 42% switch because they are put off by rude or unhelpful staff. (NewVoice)
  • 32% switch because they are fed up with speaking to multiple agents. (NewVoice)
  • 29% switch because they are annoyed by a lack of staff knowledge. (NewVoice)
  • 25% switch because they are tired of being kept on hold. (NewVoice)

Learn More About Customer Service Metrics »

Frustration

82% of consumers have stopped doing business with a company because of bad customer service. (Zendesk)

  • 55% of consumers have intended to make a purchase, but backed out because of poor customer service. (American Express)
  • 53% are irritated if they don’t speak to a real person right away. (NewVoice)
  • 35% have lost their temper when talking to customer service. (American Express)
  • 84% say that their expectations had not been exceeded in their last customer service interaction. (Harvard Business Review)
  • 58% will never use the company again after a negative experience. (NewVoice)
  • 39% of customers avoid vendors for 2+ years after a bad experience. (Zendesk)
  • 24% see if the company would take action to resolve the issue. (Zendesk)
  • 72% blame their bad customer service experience on having to explain their problem to multiple people. (Zendesk)
  • 56% have to re-explain an issue when speaking to customer service. (Harvard Business Review)
  • 59% have to expend moderate-to-high effort to resolve an issue. (Harvard Business Review)
  • 28% of “dissatisfied” customers intend to stay with the company. (Harvard Business Review)
  • 1% feel that their expectations of good customers service are always met. (RightNow)

Loyalty

58% are willing to spend more on companies that provide excellent customer service. (American Express)

  • 50% use a company more frequently after a positive customer experience. (NewVoice)
  • 24% of customers continue to seek out vendors for 2+ years after a good experience. (Zendesk)
  • 52% of consumers have made more purchases from a company after having a good customer service experience. (Zendesk)
  • 73% of consumers say friendly customer service reps can make them fall in love with a brand. (RightNow)
  • 55% say easy access to information and support can make them fall in love with a brand. (RightNow)
  • 86% are willing to pay up to 25% more for a better customer experience. (RightNow)
  • 20% of “satisfied” customers intend to leave the company. (Harvard Business Review)
  • 10% increase in customer satisfaction score results in a 12% increase in trust from customers. (Institute of Customer Service)

Sharing

95% of customers share bad experiences with others. (Zendesk)

  • 54% of customers share bad experiences with 5+ people. (Zendesk)
  • 48% of people who had negative experiences told 10+ people about it. (Harvard Business Review)
  • 87% of customers share good experiences with others.  (Zendesk)
  • 33% of customers share good experiences with 5+ people. (Zendesk)
  • 23% of customers who had a positive experience told 10+ people about it. (Harvard Business Review)
  • 30% of customers share positive reviews on social media. (Zendesk)
  • 69% of consumers read positive reviews on social media. (Zendesk)
  • 45% of customers share negative reviews on social media. (Zendesk)
  • 63% of consumers read negative reviews on social media. (Zendesk)
  • 88% are influenced by online customer service reviews when making buying decisions. (Zendesk)
  • 58% of consumers are more likely to tell others about their customer service experiences than they were 5 years ago. (Zendesk)
  • 25% of customers are likely to say something positive about their customer service experience. (Harvard Business Review)
  • 65% are likely to speak negatively about their customer service experience. (Harvard Business Review)

By Demographic

79% of high-income households avoid vendors for 2+ years after a bad customer experience. (Zendesk)

  • 45% of women avoid vendors for 2+ years after a bad customer experience. (Zendesk)
  • 51% of B2B companies avoid vendors after a bad customer experience. (Zendesk)
  • 54% of Generation X avoid vendors for 2+ years after a bad customer experience. (Zendesk)
  • 62% of B2B customers purchased more after a good customer service experience. (Zendesk)
  • 42% of B2C customers purchased more after a good customer service experience. (Zendesk)
  • 66% of B2B customers stopped buying after a bad customer service interaction. (Zendesk)
  • 52% of B2C customers stopped buying after a bad customer service interaction. (Zendesk)
  • 59% of 25-34 year-olds share poor experiences with customer service online. (NewVoice)
  • 34% of 25-34 year-olds get revenge by posting a bad review online. (NewVoice)
  • The average customer satisfaction for customers aged 18-24 is 72.5. (Institute of Customer Service)
  • The average customer satisfaction for customers aged 65+ is 80.3. (Institute of Customer Service)
  • 39% of millennials first go to a company’s FAQ page when they have a question. (Salesforce)

Customer Service Team Trends

 

Priorities

  • 62% of customer service organizations view customer experience as a competitive differentiator. (Deloitte)
  • 77% expect to maintain or grow the size of their team during the next 12-24 months. (Deloitte)
  • 82% view accuracy and quality of information as the most important attribute of customer experience. (Deloitte)
  • 63% of companies expect to spend more on customer experience. (Temkin)

Channels

65% are frustrated by inconsistent experiences across channels. (Accenture)

  • 33% provide social media contact channels. (Deloitte)
  • The number of inbound customer service requests via mobile app will increase by 38% in the next 12-18 months. (Salesforce)
  • Churn rate can increase by 15% if organizations fail to respond to customers on social media. (Gartner)
  • 85% support multi-channel customer interactions. (Deloitte)
  • 45% say that a better mobile service experience could have kept them from switching. (Accenture)
  • 57% have to switch from web to phone. (Harvard Business Review)
  • 75% think calling is the most effective way of getting a quick response. (NewVoice)
  • 46% of customers prefer to talk to customer service on the phone about complicated issues. (American Express)
  • 38% of customers prefer to talk to customer service online or via email about simple issues. (American Express)
  • 62% have to repeatedly contact a company to resolve an issue. (Harvard Business Review)
  • .2% use video chat to communicate with customers. (NewVoice)
  • Social media monitoring technology usage by customer service teams will double in the next 12-18 months.(Salesforce)

Analytics and Reporting

87% plan to extend their levels of reporting and analytics. (Deloitte)

  • 55% view call/contact monitoring as the best way to gain customer feedback. (Deloitte)
  • 62% of organizations have some sort of analytics or reporting system. (Deloitte)
  • 72% see an opportunity to improve customer experience by leveraging reporting and analytics. (Deloitte)
  • 54% see an opportunity to improve productivity and efficiency by leveraging reporting and analytics. (Deloitte)
  • 39% see an opportunity to improve revenue by leveraging reporting and analytics. (Deloitte)
  • 84% expect to increase their focus on customer experience measurement and metrics. (Temkin)
  • 23% collect and analyze social media data. (Gartner)
  • 80% of customer service organizations use customer satisfaction (CSAT) scores as their primary metric for gauging customer experience. (Harvard Business Review)

Best Practices

Assessing the personality type of a customer at the beginning of a call can reduce repeat calls by 40%. (Harvard Business Review)

  • Avoiding negative words like “can’t,” “won’t,” or “don’t” can reduce the Customer Effort Score by 18.5%. (Harvard Business Review)
  • By improving the help section on your website, teams can reduce calls by 5%. (Harvard Business Review)
  • Giving customers quick tutorials on product features before hanging up can reduce churn by 6%. (Harvard Business Review)
  • Training reps to respond to customers who have given low marks on surveys can increase resolution rate by 31%. (Harvard Business Review)
  • High performers are nearly twice as likely as underperformers to say that customer service is the responsibility of the entire company. (Salesforce)

We hope you find these statistics informative, helpful, and powerful for your business needs.

Which statistic was most surprising to you?

Please share your thoughts in the comments section below.

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Collin Burke
Collin Burke
Collin is a Marketing Associate at InsightSquared. He studied anthropology and geology at Bowdoin College before starting his marketing career. Follow him on Twitter @CollinABurke.
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