100+ Customer Service Statistics You Should Know

Growing Importance of Customer Service

1. 75% of customers expect brands to offer 24×7 customer service. (Source: Document360)

2. 71% of consumers (age 16-24) believe that a quick response from a service team can drastically improve their customer experience. (Source: Comm100)

3. 70% of the customer’s journey is based on how the customer feels they are being treated. (Source: Mckinsey)

4. Nearly 90% of consumers trust a company whose service they’ve rated as “very good” to take care of their needs. (Source: Qualtrics XM Institute)

5. 90% of consumers worldwide consider issue resolution as their most crucial customer service concern. (Source: KPMG)

6. 90% of Americans use customer service as a factor in deciding whether or not to do business with a company. (Source: Microsoft)

7. 63% of consumers expect businesses to know their unique needs and expectations, while 76% of B2B buyers expect the same thing. (Source: Salesforce)

8. 59% of consumers have higher expectations for customer service than they did just a year ago. (Source: Microsoft)

9. 60% don’t see customer service as getting any easier. (Source: Microsoft)

10. 33% say getting the issue resolved in a single interaction (no matter the length of time) is the most important aspect of customer service. (Source: Statista)

11. 96% of customers say customer service is important in their choice of loyalty to a brand. (Source: Microsoft)

12. 73% of consumers say a good experience is key in influencing their brand loyalties. (Source: PWC)

13. Customer-centric companies are 60% more profitable than companies that don’t focus on customers. (Source: Superoffice)

14. Companies with initiatives to improve their customer experience see employee engagement increase by 20% on average. (Source: Mckinsey)

Also, Check out our blog on Knowledge management in Retail industry

Common Reasons Why Companies Fail at Customer Service

15. 28% of customers hate to repeat themselves to multiple agents during the same call. (Source: Document360)

16. 23% of customers find it infuriating that their issues do not get resolved during their first contact. (Source: Document360)

17. 23% of customers explained how they wait for responses on various communication channels such as social media, email or via live chat. (Source: Document360)

18. 12% of customers feel infuriated if their previous conversations with the brand have not been taken into account during their existing customer service call. (Source: Document360)

19. 10% of customers feel disappointed with a brand if their preferred source of communication channel is not offered to them by the brand. (Source: Document360)

20. 54% of customers report that customer service feels like an afterthought for most of the businesses they buy from. (Source: Zendesk)

21. 59% of customers say it feels like most businesses need to improve the training of their customer service agents. (Source: Zendesk)

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

23. The top reason customers switch brands is because they feel unappreciated. (Source: Vonage)

Impact of Poor Customer Service

24. 73% of customers end up switching to another brand due to poor product performance. (Source: Document360)

25. Close to 15% of customers leave a brand due to poor customer service experience. (Source: Document360)

26. High pricing prompts 13% of customers to leave a brand without a second thought. (Source: Document360)

27. According to our study, 34% of customers left a brand once in the past year. (Source: Document360)

28. 79% of consumers who used feedback to complain about poor customer experience online were ignored. (Source: Harris Interactive)

29. After more than one bad experience, around 80% of consumers say they would rather do business with a competitor. (Source: Zendesk)

30. 78% of customers have backed out of a purchase due to a poor customer experience. (Source: Glance)

31. 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. (Source: Qualtrics XM Institute)

32. 56% of customers say a brand’s customer service often doesn’t match the image they portray. (Source: Freshdesk)

33. 20–33% of customers rated their provider’s online services from “needing improvement” to “horrible.” (Source: Airkit)

34. Unfortunately, only 19% of consumers believe customer service is exceeding expectations. (Source: Gladly)

35. Studies suggest that 64% of consumers aren’t able to get help or solve their problem through their provider’s customer service. (Source: Airkit)

36. Customers switching companies due to poor service costs U.S. companies a total of $1.6 trillion. (Source: Accenture)

Top Reasons for Awesome Customer Service Experience

37. 34% of customers feel that receiving accurate and quick responses builds a good customer service experience for them. (Source: Document360)

38. 22% of customers agree that if they get to resolve their doubts without contacting a customer support rep, then it is a good customer service experience. (Source: Document360)

39. 17% of customers believe that friendly customer support agents build a good experience during a support call. (Source: Document360)

40. 15% of customers define receiving 24×7 support as a sign of good customer experience. (Source: Document360)

41. 12% of customers believe that if they can avoid repeating themselves to multiple agents during the same call, then it is a great service experience for them. (Source: Document360)

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

43. 94% of consumers who give a company a “very good” CX rating are likely to recommend that company. (Source: Qualtrics XM Institute)

44. 47% of customers feel a brand is being their best on social media when they offer good customer service. (Source: Sprout Social)

45. 56% of customers say that they would be willing to pay a premium price for a product to get outstanding customer support. (Source: PR Newswire)

46. 82% of customers will spend more money on companies that deliver great online service. (Source: Gladly)

47. 62% of business leaders agree that more customers are making buying choices based on CX than they were in 2018. (Source: Forrester)

48. A mere 5% increase in customer retention produces more than a 25% increase in profits. (Source: Bain & Company)

49. Well-connected teams show a profitability increase of 21%. (Source: GoRemotely)

50. Companies with a customer experience mindset drive revenue 4-8% higher than the rest of their industries. (Source: Bain & Company)

51. Companies that lead in customer experience outperform laggards by nearly 80%. (Source: Qualtrics XM Institute)

52. 83% of companies that believe it’s important to make customers happy also experience growing revenue. (Source: Hubspot)

53. Companies with initiatives to improve their customer experience see employee engagement increase by 20% on average. (Source: McKinsey)

54. Did you know that companies with engaged employees outperform the competition by 147%? (Source: Gallup)

55. 92% appreciate companies giving them control over what information is collected about them. (Source: Salesforce)

56. 90% of people are more likely to trust a company if they have a strong privacy policy. (Source: Salesforce)

57. 88% of people trust companies that vow not to share their personal information without permission. (Source: Salesforce)

58. 79% of customers are willing to share relevant information about themselves in exchange for contextualized interactions in which they’re immediately known and understood. (Source: Salesforce)

The Growing Importance of Speed in Customer Service

59. According to the Deconstructing Delight Report, 22% of customers feel call center wait times were too long. (Source: Freshdesk)

60. 64% of customers want a reply within an hour of posting on Twitter, and 85% of customers said they expect a company to respond within six hours. (Source: Social Stamina)

61. Forrester claims that 66% of US consumers agree that valuing their time is the most important thing a company can do to provide them with good online customer service. (Source: Forrester)

62. Deconstructing Delight Report also suggests that 80% of customers said they want quicker responses from companies. (Source: Freshdesk)

63. Gartner report suggests that 75% of customers who use the phone for issue resolution report the interaction taking longer than expected. (Source: Gartner)

64. The Deconstructing Delight Report further claims that 52% of customers expect a quick resolution. (Source: Freshdesk)

65. 90% of customers rate immediate responses as important or higher when they have a question. (Source: Hubspot)

66. 71% of consumers under 25 believe that quickness in responses from customer service representatives improves their experience. (Source: Comm100)

67. Did you know that 66% have a more favorable view of brands that offer proactive customer service notifications? (Source: Statista)

Also Read: What Is Call Center Knowledge Base Software and Why Is It Useful?

The Power of Personalized Customer Service Experience

68. Salesforce found that 63% of consumers expect businesses to know their unique needs and expectations, while 76% of B2B buyers expect the same thing. (Source: Salesforce)

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

70. 80% of customers say they are more likely to do business with a company if it offers personalized experiences. (Source: Epsilon)

71. 54% of consumers say they expect all experiences to be personalized. (Source: Zendesk)

Customer Service & Word-of-Mouth Publicity

72. Loyal customers are five times more likely to purchase again and four times more likely to refer a friend to the company. (Source: Experience Matters)

73. 72% of customers will share their good experiences with others. (Source: Salesforce)

74. 72% of customers will tell six or more people if they have a satisfying experience. (Source: Esteban Kolsky)

75. 94% of American customers will recommend a company whose service they rate as “very good.” (Source: Qualtrics XM Institute)

76. 13% of customers tell 15 or more people if they have a negative experience. (Source: Esteban Kolsky)

77. Only 17% of consumers would recommend a brand that provides a slow but effective solution. (Source: HBR)

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

Various Mode of Communication or Support Platforms Customers Prefer

79. 36% of customers prefer to have a word with customer support agents over call. (Source: Document360)

80. 30% of customers would choose live chat to connect with support agents to reduce wait time. (Source: Document360)

81. Only 6% of customers prefer raising a support ticket with the brand to get their queries resolved. (Source: Document360)

82. Only 3% of customers prefer using a chatbot to connect with a brand and get their doubts resolved. (Source: Document360)

83. Did you know that 40% of customers expect brands to solve their problems in their channels of choice? (Source: Freshdesk)

84. 62% of customers are likely to use email as their preferred communication channel followed by live chat at 43%. (Source: Finance Online)

85. 31% of customers pick email as the preferred channel for making a complaint and 28% of them use it to track their order. (Source: Freshdesk)

86. 64% of shoppers surveyed want mobile and contactless pickup options, with 79% saying contactless store pickup is very important. (Source: Digital Commerce 360)

87. 68% of WhatsApp users believe that it is the most convenient way to engage with a brand. (Source: Freshworks)

88. 61% of customers don’t want to install a new app or migrate to a new messaging platform just to communicate with a business. (Source: Zipwhip)

89. Nine out of 10 consumers want an omnichannel experience with seamless service between communication methods. (Source: CX Today)

90. 65% of customer service decision-makers want to invest in chatbots to drive operational efficiencies and customer satisfaction. (Source: Forrester)

91. Brands have reported a 7% increase in CSAT scores as a result of successful bot implementations. (Source: Freshworks)

92. Live chat is used by 67% of B2C businesses solely for customer support. (Source: Finance Online)

93. 42% of US online buyers said it was important for retailers to offer live online chat on their websites. (Source: Forrester)

94. Over 85% of businesses will offer live chat support by 2022. (Source: Software Advice)

95. Messaging channels prove to slash up to 60% of costs per customer interaction. (Source: Freshworks)

How Does Self-service Knowledge Base Help?

96. 22% of customers believe that self-service knowledge base articles help them get answers faster when compared to other channels. (Source: Document360)

97. 78% of customers expect a brand/product to have an online self-service portal over traditional customer service support. (Source: Document360)

98. 88% of customers expect companies to offer an online self-service portal. (Source: Statista)

99. 92% of customers say they would use a knowledge base and 83% say they’d use a community forum for self-service support if it is available. (Source: Vanilla Forums)

100. 39% of customers say they can resolve issues much quicker using self-service options than other customer service channels. (Source: Freshdesk)

101. Only 13% of customers are fully able to resolve their issues through self-service as the only channel. (Source: Gartner)

102. 39% of customers would rather use self-service options than have to speak to a company using any other channel. (Source: Freshdesk)