There is no denying that all businesses need to look after their customers. Regardless of the industry you operate in, you need to make sure that you put your customers first.
The thing is:
Delivering exceptional customer service should always be your number one priority! So, with that being said, let’s take a look at the customer service industry on the whole and some interesting customer service statistics.
They’ll give you great insight into where businesses are getting it wrong and where they are getting it right!
Let’s start with:
Astonishing Customer Service Stats
- 70% of previously dissatisfied consumers whose problems were resolved by customer service were willing to shop with the company again.
- When businesses prioritize customer service experiences, they can grow their revenue between 4 and 8%.
- Increasing customer retention rates by just 5% can increase profits between 25 and 95%.
- 64% of consumers believe customer experience is more important than price
- 80% of Americans are satisfied with the customer customer they are currently experiencing.
- Only 1 in 26 customers will tell a business about their bad experience – the rest will leave.
- 35% of American customers post negative comments about businesses on social media.
- Angry American consumers will typically share their negative experience with brands with around 15 other people.
Customer Service Statistics 2019
1. 70% of previously dissatisfied consumers whose problems were resolved by customer service were willing to shop with the company again.
If a customer has complained about a negative experience, it is not going to be the end of the road for you and your business. Seven in ten consumers state that they would shop with a company again after having a negative customer service experience.
This shows why it is imperative for you to focus on putting any wrongs right. You can turn an unhappy customer into a loyal one if you have the right approach. You need to acknowledge the customer’s grievances and then look for ways to put it right. Do not merely ignore their comments.
2. When businesses prioritize customer service experiences, they can grow their revenue between 4 and 8%.
This is one of the customer service facts that show customer service and profits are related. A lot of business owners assume that the customer experience they provide is not going to have an impact on their bottom line. But it clearly does.
If you do not prioritize customer experience, you are going to struggle to take your business forward. Instead, if you dedicate yourself to putting your consumers first, you will see that your revenue is going to grow as a consequence. So, customer support drives revenue!
3. Increasing customer retention rates by just 5% can increase profits between 25 and 95%.
Customer retention rates relate to the number of staying customers, i.e. customers that make purchases again and again and again. According to the most recent customer retention statistics, these customers are not only important because they bring repeat business to you. In fact, they often tend to be brand advocates as well, meaning they will tell their friends and family members all about your business.
The statistics show that customer retention rates have a massive impact on profits. You can increase your profits by as much as 95% by just improving your retention rates by 5%. How impressive is that?
4. 64% of consumers believe that customer experience is more important than price.
When making a purchase, a significant percentage of people believe that the customer service they receive is more important than the price of the product. So, next time you consider lowering the prices of your products, why not address your customer service instead?
Look to see if there are any ways you can deliver more value to the consumer. By doing this, you will notice a greater number of purchases than if you were to simply increase the price. These great customer service statistics should make you take notice of just how critical customer service is!
5. 80% of Americans are satisfied with the customer customer they are currently experiencing.
It seems that most Americans are happy with the customer experience they currently have with businesses throughout the country.
This is good news for businesses, but there is still work to be done!
6. Only one in 26 customers will tell a business about their bad experience – the rest will leave.
What percentage of customers will actually complain when they are dissatisfied with service?
This is one of the more worrying poor customer service statistics. If people have a bad experience with a business, they are more likely to leave the company rather than telling the business about it. This can be a negative because it means that you do not have the opportunity to put the situation right.
Now, if the person was to get in touch with your customer services team and explain their dissatisfaction, you would have the opportunity to put it right. This shows why it is important to check in with your consumers from time-to-time to make sure they are happy with the service that you provide and are not thinking about leaving.
You should also make sure you are receptive to any feedback you receive. If you do this, customers are going to be more likely to be honest about their dissatisfaction, rather than leaving without a word.
7. 35% of American customers post negative comments about businesses on social media.
If you have ever used social media, you will know that it is a place where people like to moan and complain, especially about poor customer service and bad customer service. If someone has had a bad experience with a business, you can rest assured they will probably post about it online.
In fact, over one-third of Americans have stated they write comments that are negative about businesses on social media. On the flip side, 53% of people have stated they post positive comments about businesses on the likes of Twitter, Facebook, Instagram, and other social media networks.
This shows how there is a big opportunity for you to ensure you have a great reputation on social media. If you deliver exceptional customer service to all of your consumers, you will be able to sway people’s opinion of you on social media.
8. Angry American consumers will typically share their negative experience with brands with around 15 other people.
When people have had a negative experience with a brand, one thing is for certain:
They like to talk about it. A lot!
If an American consumer has experienced bad customer service, they will typically tell 15 other people all about it. When customer service goes wrong, it does not only have a negative impact on the person who purchased from you. It also means other people are going to see your brand in a negative light and may be discouraged from purchasing as well.
9. Happy American consumers will typically share their positive experience with brands with around 11 other people.
What about customer happiness stats?
Unfortunately, American customers are not as likely to speak about their positive experiences with brands as they are negative ones. While they share negative experiences with 15 people on average, they only share their positive experiences with 11 people.
Still, that’s 11 people who may be impressed with what they hear and end up purchasing from your company. So, it goes without saying that the aim is always to lower the number of negative customer experiences and increase the number of positive ones.
10. 40% of consumers want customer service representatives to take care of their needs quicker.
In terms of customer service frustration, every four in ten people would like consumer service representatives to take care of their needs quicker. Waiting around for problems to be solved can cause frustration to mount up, so it always helps if customer service issues can be dealt with as quickly as possible.
11. Every one in two shoppers believe their feedback doesn’t go to anyone who is able to act on it.
This is a worrying stat. It shows that half of the people who provide customer service feedback feel like the person they are speaking to is not even going to be able to do anything about what they have said.
Now, it can feel like you are wasting your breath because nothing is going to happen at the end. This may discourage people from trying to get in touch with their feedback in the future.
12. 67% of consumers hang up when they are frustrated because they can’t get to a customer service rep.
In addition to the customer service statistics we have already mentioned, another frustration people experience is not being able to get to a customer service rep altogether. There are a number of different reasons why this could be the case.
For instance, it could be because there is simply no one else available to speak to them. It could be because they have reached an annoying automated line and don’t know how to navigate to the person they need. Either way, when this happens, the likely outcome is that the customer is going to hang up!
13. 84% of customers believe their expectations were not exceeded in their latest customer service experience.
What about customer service expectations?
As a business, you should always be trying to exceed your customers’ expectations. You want to be able to impress them. However, this does not happen very often. In fact, the vast majority of customers say their latest customer service experience did not go beyond what they expected.
14. 33% of consumers are most frustrated about being put on hold.
Why do customers leave?
Hanging on for ages isn’t all that great. What’s more, 33% of people also said they get frustrated about having to repeat themselves while speaking to a customer service representative.
These statistics can be very helpful when it comes to helping businesses to better themselves and improve the customer service levels they offer. Look for ways to reduce the amount of time people are left on hold. Also, try to find ways so that consumers do not have to repeat themselves to everyone they end up conversing with.
15. Most customers want to use email to communicate about customer service.
You were probably expecting some live chat statistics and chatbot statistics!
Well, email is the most used digital channel for customer service, with 54% of consumers using email for customer service last year. Additionally, 62% of consumers have stated that they want to communicate with businesses via email when it comes to customer service matters.
In terms of other sorts of communication, only 36% stated they like “contact us” forms, whereas 42% prefer live chat and 48% want to use the phone to get in touch with people.
16. 50% of customers have left a brand when they have found a competitor that suits their needs better.
According to the latest customer service statistics, if you are failing to satisfy your customers’ needs, you are going to lose every second customer to another brand. This shows why it is imperative for businesses to do their research to find out about their customers’ wants so that they can best deliver to them. This will give you the best chance of making certain that you do not lose your customers to the competition.
17. It takes a customer 12 positive experiences to get over one negative one.
How do you resolve customer service problems?
A negative customer experience can be very difficult for businesses to overcome. In fact, customer service research indicates that you are going to need to provide a consumer with 12 further positive experiences in order for them to forget about the negative one.
That is a lot of positive experiences! And it shows why you should dedicate yourself to delivering exceptional customer service each and every time. After all, the last thing you want to do is undo all of your hard work, right?
18. American companies lost $1.6 trillion because of poor customer service experiences.
Wow, customer service costs a lot if it goes wrong!
If you ever wanted proof that customer service can cost businesses a lot of money when the experience is not a positive one, here it is! Poor customer service is costing American businesses an astronomical sum of money!
19. Feeling unappreciated is the main reason customers switch to another brand.
The last thing you want is for a valued customer to end up leaving your company and going to a member of the competition. However, this is what could easily happen if you do not make your customers feel valued. This is the main reason why people end up making the switch to another brand.
You need to focus your marketing and customer retention strategy on making sure that all of your customers know how important they are to you and your business. It is important to understand customer retention stats in order to build a sustainable business.
20. 93% of consumers are more likely to make a repeat purchase if they experience great customer service.
This is a huge percentage of customers, right? The vast majority of your customers are likely to purchase from you again if you deliver an outstanding level of customer service. This shows how focusing on improving your customer service experience can be one of the best things that you do for you and your business. It also shows what you’re missing out on if you have a lack of customer service or provide a bad customer service.
21. 77% of people state they would recommend a business to someone they know after one positive experience.
One of the most powerful types of marketing in the current day and age is word of mouth. If you recommend a product to one of your friends and they purchase it and recommend it to their friends and family members, it can result in an awful lot of items being purchased, right?
So, it probably comes as no surprise that these customer satisfaction statistics and customer experience statistics reveal a positive customer experience does not only help your business in terms of making sure you get repeat purchases from the customer in question, but it can also bring more customers to you as well.
22. Customers are willing to spend 17% more on a business with exceptional customer service.
Why is good customer service so important? A lot of business owners assume that the customer service that they provide is not going to have an impact on the amount of money they make at the end of the day.
But it does!
This statistic shows that there is actually a big relation between exceptional customer service and the amount of money that consumers are willing to spend. Customers will spend a massive 17% more with a business if they have experienced great service.
23. 68% of customers said the representative was the most important element of their service experience.
Out of all of the customer satisfaction statistics and customer experience statistics, we can see from this customer service data that when it comes to customer service, there are a lot of different elements that make-up the experience.
Of course, you have the customer service rep, which is one of the key customer experience priorities. You also have the different platform that is used for the customer service to be delivered and the effectiveness of this. However, there is no denying that your customer service reps are the most critical component.
This is something that 68% of customers have stated. They also said their recent positive experience was thanks to the resourcefulness or knowledge of the customer service rep. This makes it one of the most pivotal Customer Experience Metrics and Customer Experience KPIs.
24. 73% of people say that remain loyal and fall in love with a brand because of friendly customer service reps.
Last but not least, a friendly customer service rep and online support person can be worth their weight in gold when it comes to your business, as you can see from this statistic taken from a customer service survey.
The aim of any business is to get people to fall in love with your brand, right?
Well, this is something that is going to be more likely if you have a team of friendly customer service representatives. In fact, more than seven in ten people say they end up falling in love with a brand and being loyal to it because of the people behind it.
So, when that is taken into consideration, it is not hard to see why prioritising consumer customer service really does need to be a priority.
How important is customer service statistics?
As you can see from our trends in customer service and customer service fun facts, there is a lot going on in the world of customer service.
You should now have a good understanding of what people do and do not like when it comes to customer service in America and around the world.
You can see how customer service affects business and how to satisfy customers in business.
Lastly, these customer service statistics should also help you to see the importance of providing a good customer service and effective customer service responses, as well as the different ways in which this can benefit your business.
So, I guess it is time to go and take a look at your existing customer experience and customer service offering, right?
- Understanding Consumers
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