
Facts and figures about customer experience
If you are anything like me you are constantly on the lookout for useful facts, stats and figures about customer experience to include in a business case or to quote when discussing customer experience with your peers, colleagues etc.
Below is a compiled list of some of the useful facts and figures published by CustomerGuru – please note though that it is largely American centric:
- 62% of global consumers have stopped doing business with a brand or organisation due to a poor customer service experience. (2015 Global State of Multichannel Customer Service Report)
- 88% are influenced by online customer service reviews when making buying decisions. (Zendesk)
- 95% of customers share bad experiences with others. While only 87% of customers share good experiences with others. (Zendesk)
- A typical business hears from 4% of its dissatisfied customers. 96% of customers dont voice complaints while 91% of customers never come back. (Understanding Customers by Ruby Newell-Legner)
- 72% blame their bad customer service experience on having to explain their problem to multiple people. (Zendesk)
- Over 1 million people view tweets about customer service every week. Roughly 80% of those tweets are negative or critical in nature. (Touch Agency)
- It takes 12 positive experiences to make up for ONE unresolved negative experience. (Understanding Customers by Ruby Newell-Legner)
- On average, loyal customers are worth up to 10 times as much as their first purchase. (White House Office of Consumer Affairs)
- There is 5-20% probability of selling to a new prospect and 60-70% probability of selling to an existing customer. (Marketing Metrics)
- 80% of companies say they deliver superior customer service but only 8% of people think these same companies deliver superior customer service. (Lee Resources)
- It is 6-7 times more expensive to acquire a new customer than it is to keep a current one. (White House Office of Consumer Affairs)
- A customer is 4 times more likely to buy from a competitor if the problem is service-related vs. price or product-related. (Bain & Co.)
- 30% of customers share positive reviews on social media. While 45% of customers share negative reviews on social media. (Zendesk)
- 63% of consumers read negative reviews on social media. (Zendesk)
- 58% of consumers are more likely to tell others about their customer service experiences than they were 5 years ago. (Zendesk)
- Resolve a complaint in the customers favour and they will do business with you again 70% of the time. (Lee Resources)
- Nearly 80% of contact centres say their current customer service systems wont meet their future needs. (Dimension Data 2015 Global Contact Centre Benchmarking Report)
- According to consumers, customer service agents failed to answer their questions 50% of the time. (Harris Interactive)
- For every customer who bothers to complain, 26 other customers remain silent. (White House Office of Consumer Affairs)
Recommended further reading: 9 Predictions of the customer service future
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