Before digging into some of the most interesting pieces of information regarding customer service, it’s essential to understand what it’s all about. If you’ve ever had any questions regarding customer service statistics, fear not, you’re about to get all the answers. Yet, before digging into some of the most interesting figures regarding customer service, it’s essential to understand what it’s all about.
In this article, we’ll discuss the importance of customer service, its effects on customer experience, and its impact on revenue. So, if you want to find out more, just keep on reading!
10 Perfectly Satisfying Customer Service Statistics for 2020
- As much as 70% of the customer experience is based on how customers perceive they are being treated.
- Personalized customer services can improve conversion rates by roughly 8%.
- 59% of Americans would try a new brand if they received exceptional service.
- Millennials in the US, on average, tell around 17 people of their positive customer experience.
- 60% of customers wouldn’t tolerate bad customer service even if the prices were extremely low.
- Millennials are willing to pay 21% more when customer service is done properly.
- Customers are 3 times more likely to recommend a brand if they are pleased with the customer service.
- 95% of people would prefer slower support if the quality of the help was better.
- To make up for just 1 negative customer experience you need 12 positive ones.
- In the US, a happy customer shares their experience with 11 people on average.
Customer Service Industry General Stats
1. As much as 70% of the customer experience is based on how customers perceive they are being treated.
(McKinsey)
Although some might think that there are more important things than customer service, this stat states otherwise. Merely one-third of customers value other aspects, such as a better price and product range, over customer service.
2. Personalized customer services can improve conversion rates by roughly 8%.
(Trust Pilot)
According to the most recent personalized customer service statistics, the best way of drawing traffic to your website is to include personalized customer service. In short, customers prefer browsing through their smartphones while on-the-go, so recommendations and suggestions go a long way (and save plenty of time).
3. US businesses lose about $62 billion each year as a result of poor customer service.
(Vonage)
Statistics on customer service show that a huge majority of people value customer service over anything else. What’s more, once employers realize the importance of customer service, they are able to excel at their niche and avoid enormous losses.
4. 50% of customers left a brand for a competitor whose customer service was better.
(InMoment)
The only reason why businesses are losing money is that their competitors often have something more to offer, as stats on bad customer service suggest. People generally want a business they can trust that can also fulfill their needs.
5. 59% of the Americans would try a new brand if they received exceptional service.
(American Express)
When choosing a company, people really are picky about their customer service. Namely, 78% of customers changed their minds and didn’t make a purchase due to poor customer experience. However, stats on good customer service demonstrate that businesses can always attract people if they just step up their game.
6. In the US, 60% of customers believe companies aren’t paying enough attention to customer service.
(American Express)
Namely, these companies don’t seem to understand that good customer service isn’t just a neat bonus, it’s an essential part of any successful business.
Small Business Customer Service Statistics
7. 53% of customers expect a response within one hour from a brand on Twitter.
(SmallBusiness.co.uk)
Creating a social media account is vital, but it is not enough. Being active is what really matters according to recent social media customer service statistics.
8. 60% of customers wouldn’t tolerate bad customer service even if the prices were extremely low.
(SmallBusiness.co.uk)
Why is customer service important? Because, low prices are not incentive enough to attract new customers. Less than half would look through the bad customer service, regardless of the price.
9. 83% of consumers expect customer support even during online shopping.
(SmallBusiness.co.uk)
The latest customer service statistics reveal that customer support is always welcome, be it online or in-store. Moreover, online shopping statistics show just how much people love shopping from the conformity of their homes.
10. In the UK, businesses lose up to £12 billion ($14.8 billion) each year due to poor customer service.
(SmallBusiness.co.uk)
According to customer service facts in the UK, poor customer service comes at a high price. On the other hand, businesses with improved customer service don’t tend to face huge losses.
11. Customer retention is the most common reason why people invest in customer experience management (42%).
(Retail Training Services)
The second reason is to improve customer satisfaction, whereas the third is to increase cross-selling and up-selling. According to retail customer service statistics, the difference between the latter 2 is merely 1% — 33% and 32% to be exact.
12. 1/3 of customer service workers report feeling drained after a day of work — both physically and mentally.
(Quantum Workplace)
Being a customer service worker isn’t easy, as our newest stats on how stressful customer service is on employees show. Namely, meeting customers’ needs can often drain a lot of energy, seeing how you have to live up to the expectations of both employer and customer.
13. Customers are 3 times more likely to recommend a brand if they are pleased with the customer service.
(SmallBusiness.co.uk)
If a customer is satisfied, they will share that positive experience. In turn, this is one of the best marketing strategies for businesses to grow and expand, especially when it comes to retail revenues.
Millennial Customer Service Statistics
14. 71% of consumers aged 16–24 stated that a quick response from a service team can improve their customer experience.
(Comm100)
Millennials are people born between 1980–2000. One thing this age group values, in particular, is customer service; especially live chat.
Gen Xers, on the other hand, value it somewhat less (65%), and the percentage keeps dropping for each subsequent age group.
15. According to customer service facts, millennials in the US tell around 17 people of their positive service experience.
(American Express)
Millennials like to share their opinions and experiences — hence the reason why 84% of them state that businesses succeed in meeting their needs. Conversely, a somewhat lower percentage (79%) of older customers states the same.
16. Live chat is the number one customer service channel for millennials.
(Comm100)
Millennials are well-known for their qualities. They are innovative, creative, practical, and hard-working. As facts about customer service suggest, they have found a practical way to enjoy the perks of good customer service. Namely, live chat is fast, accessible, and convenient, making it a perfect fit.
17. Millennials are willing to pay 21% more when customer service is done properly.
(Retail Minded)(American Express)
The notion that Americans value customer service over anything else is confirmed by the fact that they are willing to pay 17% more to do business with companies that have the right customer service policy.
18. 25% of millennials expect to get a response within 10 minutes.
(Salesforce)
As Salesforce customer service statistics indicate, millennials really don’t like waiting. For the optimal customer experience, a millennial customer shouldn’t be kept waiting too long after they’ve reached out to customer services over social media.
19. 41% of millennials always check the FAQ page of a company before contacting customer service.
(Sharpen)
Millennials are very tech-savvy and know their way around a website. If they can find something on a company’s website, they’ll do it. Hence why they check the website first and why they come prepared when talking to customer service.
20. According to recent customer service stats, 68% of millennials look for an integrated, seamless experience.
(SmallBusiness.co.uk)
According to millennial spending statistics, millennials spend a lot. However, they are careful of what they’re spending their money on. They know exactly what they want – a quick and useful response to their demands. If a company meets these needs, the company is much more likely to draw millennials’ attention.
Customer Service Fun Facts
21. 95% of people would prefer slower support if the quality of the help was better.
(Help Scout)
Even though people like to do things faster, above all, they want quality. Because of that, customers don’t mind spending more time on customer support if the help they provide pays off, as Help Scout customer service stats reveal.
22. By 2022, the customer experience market is expected to be worth $16.91 billion.
(Qualtrics)
Customer service is king (no doubt about that). Yet, internal customer service is equally important. Namely, as internal customer service statistics indicate, employees deserve the same attention and care as the customers.
23. To make up for just 1 negative customer experience you need 12 positive ones.
(Retail Training Services)
When it comes to customer service, companies have to be extra careful. The losses are higher than the gains in this game, as facts on customer service demonstrate.
24. In the US, a happy customer shares their experience with 11 people on average.
(American Express)
Conversely, people share their bad customer experiences with 15 people on average; especially in the case of millennial consumers.
FAQs
What percentage of customers pay more for customer service?
(CMO)
People hold exceptional customer service in high regard. That is why as much as 42% of customers would pay more for friendlier customer service, whereas 52% would pay more for faster and more efficient customer service; people just like to see that the business in question cares about them and their needs.
How many customers actually complain?
(CustomerThink)
Of the total number of dissatisfied customers, up to 96% won’t complain. Of that percentage, 91% will just leave and never come back. However, when people do complain, their feedback can be invaluable for the company’s future.
What percentage of customers will actually complain when they are dissatisfied with service?
(SuperOffice)
Although people are often dissatisfied with customer service, they don’t always file an official complaint. Despite this, they will tell their friends and acquaintances just how bad the experience was; an average customer will tell around 9–15 people about their poor customer experience.
How many people will a customer tell if they have a good experience?
(American Express)
When people are really satisfied with the quality of customer service, they always share it. On average, a happy American will share their positive experience with 11 people. Millennials are the age group that shares good news the most — 17 people on average to be exact.
Conclusion
Whether you are a business owner, an employee, or merely a customer, it doesn’t matter — customer service reigns supreme. It makes a world of difference; it’s what separates a good company from a bad one, as highlighted in our customer service statistics.
So, whatever you do, make sure your customers are fully satisfied and that all their needs are met. After all, a happy customer is a loyal customer; and a loyal customer makes a great brand advocate!
