My dad is our local electronics store's biggest fan. As a software engineer, investing in new high-tech gadgets is one of his greatest passions in life. He has been a loyal customer for decades and is even known by name at the store. So, when he went in recently to purchase a new laptop and was met with unsatisfactory customer service, he was beyond disappointed.
Before he went in, the store had left a voicemail stating that he had to purchase a new hard drive to back up his old laptop. When he called back, well within business hours, he was met with a voicemail, over and over again. He was unable to make the purchase that day and had to wait another week for a complete backup.
Frustrated, my dad later explained what had happened to one of the managers. Rather than apologizing, the manager provided above-and-beyond customer service. He gave my dad the hard drive for free and tacked on a $150 gift card to show how badly he felt about the negative experience. My dad was blown away; he simply wanted an apology and had not expected this extremely generous offer.
This is one of many examples of high-quality customer service. Customers have come to expect this, and companies are upping their games to exceed expectations, especially with loyal, lifetime customers. The positive impact that this type of customer service can have on companies is evident and the facts listed below can prove it.
In this post, let's review the most important customer service stats that your business should keep in mind for this year.
35 Customer Service Stats & Facts
The Benefits of Quality Customer Service and Support
1. 81% of American consumers say companies are meeting or exceeding their expectations for customer service (American Express).
2. 84% of Millennials say that companies are meeting or exceeding their service expectations, which exceeds the national average (American Express).
3. 67% of global consumers believe customer service is improving across industries (Microsoft).
4. The lifetime value of a customer experience promoter is 6 to 14 times that of a detractor (Bain & Company).
5. Millennials tell about 15 people about bad customer experiences but tell 17 people about good customer experiences (American Express).
6. 96% of global consumers say customer service is a significant factor in selecting which brands they are loyal to (Microsoft).
7. 66% of Millennials state that the biggest benefit they do or would enjoy from chatbots is 24-hour service (Statista).
Customer Experience Expectations
8. 54% of global consumers say they have higher customer service expectations than they did a year ago (Microsoft).
9. 40% of American consumers say companies have made them pay more attention to customer service (American Express).
10. 52% of global consumers believe companies should be implementing customer feedback (Microsoft).
11. 72% of global consumers say that when calling customer service they expect the agent to already know their name, previous purchases, and previous engagements with the team (Microsoft).
12. The difference in Net Promoter Score® between customers who've had a positive experience with a company versus those who have had a negative experience is 21 points (Temkin Group).
14. 40% of American consumers prefer speaking to a real customer service agent on the phone when the problem is more complex (American Express).
15. 51% of American consumers believe that the phone is the fastest channel for resolving a problem. 23% believe that online chat is the fastest (Statista).
16. 39% of American consumers believe social media is an effective channel for customer service (Statista).
17. 43% of Millennials, compared to 33% of average American consumers, use their mobile devices to engage with customer service channels (Microsoft).
18. 78% of customers had an overall positive customer service experience with live chat. 77% cited a positive experience with text-based intelligence assistants, followed by messaging apps (72%) and home-based virtual assistants (67%) (Statista).
19. 62% of customers want to communicate with companies via email for customer service. 48% want to use the phone, 42% live chat, and 36% "Contact Us" forms. (HubSpot Research)
20. 34% of customers prefer to use voice channels to interact with customer service agents, compared to 51% in 2015 (Statista).
Consequences of Poor Customer Service and Support
21. 33% of American consumers say they'll switch to a competitor after a single instance of unsatisfactory customer service (American Express).
22. 41% of customers decreased their spending with a company after a bad customer service experience (Temkin Group).
23. 44% of American consumers stopped doing business with a company due to poor customer service (Statista).
24. Average American consumers tell about 15 people about bad customer experiences and only 11 people about good customer experiences (American Express).
25. 50% of Millennials have complained about a brand on social media (Microsoft).
26. 27% of American consumers list "lack of effectiveness" as the number one cause of frustration in customer service (Statista).
27. 33% of customers are most frustrated by having to wait on hold. 33% are most frustrated by having to repeat themselves to multiple support reps (HubSpot Research).
28. When customers rate their customer experience as "very poor," only 18% are very likely to purchase more from the company, and a mere 9% are very likely to recommend the company to others (Temkin Group).
29. The industry with the highest customer churn rate is the cable industry, with 28% of customers churning. Retail is close behind with 27%, followed by financial (25%), online retail (22%), telecom (21%), and travel (18%) (Statista).
30. 39% of American consumers wait about one day before contacting the same company via a different channel if their inquiry hasn't been addressed.
Ways to Improve Customer Service and Support
31. 43% of global consumers state that the key issue with being able to adequately resolve their problem via a self-service portal is that the company hasn't included enough information on the self-service portal to solve the problem (Statista).
32. 77% of global consumers have a better perspective of companies that invite and act on customer feedback (Microsoft).
33. 68% of American consumers believe the key to quality customer service is agents who are courteous (American Express).
34. A modest improvement in customer experience for a typical $1 billion company can result in an increase in revenue of about $775 million over three years (Temkin Group).
35. When customers rate their customer experience as "very good," 87% are very likely to purchase more from the company, and 79% are very likely to recommend the company to others (Temkin Group).