Customer Service Statistics

(Updated February 2021) 

Most businesses who are winning in this day and age make it a priority to give their customers the best experience possible. It really is no secret that when customers feel valued and cared for,  businesses tend to fare better than their competitors. In general, people don’t like feeling like they are just another cog in the wheel. 

Let’s take a look at some numbers that show what we’re talking about.

Quick Statistics

  • 84% of companies that focus on the improvement of customer experience show an increase in revenue. 
  • 73% of companies that have above-average customer service ratings are better off financially that their competitors
  • 58% of customers contacted customer service for any reason in 2020
  • 89% of consumers take their business to a competitor following a poor customer service interaction.
  • Attracting a new customer is cost 6-7 times more than it does to retain an existing customer
  • A 5% increase in customer retention can result in 25%-95% more profit (Harvard Business Review)
  • 72% of consumers who have to explain their problem to multiple people regard that as poor customer service. 
  • 27% of consumers view that customer service lacks effectiveness and is the biggest cause of their frustration
  • While a lot of minor customer service issues are resolved online or with a chatbot, 30% of consumers say the most frustrating part of a bad customer service experience is not being able to reach a real human.
  • In a recent survey, 78% of customers said that the most frustrating part was being kept on hold for too long
  • 75% expressed frustration due to having to repeat information to multiple people
  • Most consumers have to weight an average of 6 minutes when seeking help via telephone
  • On average, consumers speak to 2.6 service reps before their issue gets resolved. 
  • 79% of customers trust online reviews as much as recommendations from their friends and family 
  • 94% of customers state that positive online reviews made them more likely to use a business
  • 92 % of customers state the negative online reviews would make them less likely to become a patron of a local business. 
  • 52% of bad reviews online are customers complaining about receiving bad service, while only 31% complain about problems with products. 

Customer Satisfaction

Customer satisfaction is probably the most important part of your business. A business that has happy customers usually has happy employees, and that kind of business model is built from the ground up.

If you want your employees to be approachable, friendly and responsive, then that should be modeled from the people in charge. When you treat your customers the way you want to be treated, it seems to go well for you. It’s the same with any good relationship. Relationships are people focus, not outcome focused.

When you build a customer focused culture, it will certainly affect the outcome. As we can see, the numbers speak for themselves. Good listening skills, clear communication, effective conflict resolution and a humble attitude will reflect in your businesses bottom line. 

Customer Service statistics

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