40 Customer Service Stats to Know in 2022

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Swetha Amaresan
Swetha Amaresan

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With an increasing emphasis on customer experience, advertisements are becoming more consumer-oriented, focusing on the positive experiences that will result from a customer's use of the product.

Service rep reviewing customer service statistics

While customers still care about the price and quality of products, a new factor in choosing between competing brands is customer service. Customers would rather invest in a brand that focuses on their needs and constantly provides value beyond the initial purchase.

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There are many ways to make your brand more customer-focused. Consider the following customer service statistics to help you brainstorm new strategies for strengthening your service team.

Customer Service Statistics [Report]

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40 Customer Service Stats to Know 

The Importance of High-Quality Customer Service

1. 90% of Americans use customer service as a factor in deciding whether or not to do business with a company. (Microsoft)

2. Investing in new customers is between 5 and 25 times more expensive than retaining existing ones. (Invesp)

3. 58% of American consumers will switch companies because of poor customer service. (Microsoft)

4. 89% of consumers are more likely to make another purchase after a positive customer service experience. (Salesforce Research)

5. 63% of consumers expect businesses to know their unique needs and expectations, while 76% of B2B buyers expect the same thing. (Salesforce Research)

The Power of Great Customer Service

6. If the company’s customer service is excellent, 78% of consumers will do business with a company again after a mistake. (Salesforce Research)

7. 64% of business leaders say that customer service has a positive impact on their company’s growth. (Zendesk)

8. A good customer service experience heavily impacts recommendations. 94% of consumers who give a company a “very good” CX rating are likely to recommend that company. (Qualtrics XM Institute)

9. 93% of customers are likely to make repeat purchases with companies that offer excellent customer service. (HubSpot Research)

The Cost of Poor Customer Service

10. Roughly 61% of customers say they would switch to a new brand after one bad experience. (Zendesk)

11. After more than one bad experience, around 76% of consumers say they would rather do business with a competitor. (Zendesk)

12. About three-quarters of consumers who give a company a “very good” CX rating are likely to forgive a company for a bad experience, but only 15% of those who gave a company a “very poor” CX rating say the same. (Qualtrics XM Institute)

13. 33% of consumers would consider switching companies immediately after poor customer service. (American Express)

The Best Channels for Customer Service

14. 69% of customers say they’re willing to interact with a bot on simple issues, a 23% increase from the previous year. (Zendesk)

15. 54% of customers say that their biggest frustration with chatbots is the number of questions they must answer before being transferred to a human agent. (Zendesk)

16. Customers prefer knowledge bases over all other self-service channels. (HubSpot)

17. 33% of consumers would rather contact a company's customer service via social media rather than by phone. (Invesp)

18. Millennials prefer live chat for customer service over every other communication channel. (Comm100)

The Frustrations Customers Face

19. 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)

20. 35% of consumers find it very important to have a fully self-serve customer care option available to resolve their issues. (Emplifi)

21. 54 percent of customers report that customer service feels like an afterthought for most of the businesses they buy from. (Zendesk)

22. 53% of shoppers believe their feedback doesn't go to anyone who can actually act on it. (Microsoft)

23. 59% of customers say it feels like most businesses need to improve the training of their customer service agents. (Zendesk)

Sharing Customer Service Experiences

24. 36% of consumers overall will share their customer service experience, whether good or bad. More than a third report posting on Facebook, followed closely by Instagram. (CFI Group)

25. 94% of American customers will recommend a company whose service they rate as “very good.” (Qualtrics XM Institute)

26. Only 13% of consumers will recommend a company whose customer service they’ve rated as “very poor.” (Qualtrics XM Institute)

27. 50% of customers say they don’t share their bad or good service experiences through social media. (CFI Group)

The Business Opportunity of Customer Service

28. Consumers are 2.6x as likely to purchase more from a company after a 5-star experience compared to a 1- or 2-star experience. (Qualtrics XM Institute)

29. Increasing customer retention rates by just 5% can increase profits by between 25% and 95%. (Bain and Company)

30. 65% of US consumers would pay 5% more for products if they knew they would receive outstanding customer service. (Emplifi)

31. 89% of companies with "significantly above average" customer experiences perform better financially than their competitors. (Qualtrics XM Institute)

Customer Experience Statistics

32. 43% of consumers place high importance on previous positive customer experience with a brand when considering a new purchase. (Emplifi)

33. Your online conversion rate can improve by roughly 8% when you include personalized consumer experiences. (Trust Pilot)

34. 66% of consumers say they expect to engage with someone immediately when contacting a company. (Zendesk)

35. 54% of consumers say they expect all experiences to be personalized. (Zendesk)

Customer Satisfaction Statistics

36. 90% of customers rate an "immediate" response as important or very important when they have a customer service question. 60% of customers define "immediate" as 10 minutes or less. (HubSpot Research)

37. 54% of consumers say they expect a company to share information so they don’t have to repeat themselves. (Zendesk)

38. 48% of customers say say the pandemic has raised their customer service standards. (Zendesk)

39. 69% of consumers first try to resolve their issue on their own, but less than one-third of companies offer self-service options such as a knowledge base. (Zendesk)

40. An NPS® promoter score has a customer lifetime value that's 600% - 1400% higher than a detractor. (HubSpot Research)

Customer Service is More Important Than Ever

The importance of customer service can’t be overstated. Investing in a strong service team will improve customer satisfaction, reduce churn, and increase revenue.

Editor's Note: This post was originally published in February 2021 and has been updated for comprehensiveness.

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