(Bain and Company), 29. Due to this, we see many brands working day and night to improve customer experience with an intent to exceed their expectations with their services. 84% of millennials say that businesses are meeting or exceeding their service expectations. 58. – NewVoiceMediaTweet this. – American Express Tweet this. 49% of American consumers switched companies last year due to poor customer service. – MicrosoftTweet this, 28. Service insight and knowledge is also key to a good experience according to 62% of consumers. In a 2017 survey, there was a more than 60 percent share of customers who had contacted customer service for various reasons within the past month in the United States. – American ExpressTweet this, 44. 67% of customer churn is preventable if firms resolve issues the first time they occur. – EconsultancyTweet this. A 5% increase in customer retention can produce 25% more profit. Ticketing & Full Help Desk Suite Free for small companies, Install live chat on any website starting at $0, Offer self-service help center starting at $0, Create customer satisfaction survey for free, We have the #1 Live Chat software for delightful customer support starting at $0. American Express 2017 Customer Service Barometer. 81% of Americans believe that business are either meeting or exceeding their customer service expectations. (Bain and Company), 23. (Mckinsey), 36. One-third of Americans have used social media to complain about a brand or its customer service. 52% of consumers say they have made an additional purchase from a company after a positive customer service experience. 48% of consumers expect a response to social media questions and complaints within 24 hours. Customer experience is incredibly valuable. 79% among millennials are more inclined to buy from brands that have a mobile-responsive customer support portal. 70% of consumers say they have already made a choice to support a company that delivers great customer service. Customer service is a high-stakes game. [Source: Zendesk] (, 14 Ways Technology Will Affect the Future of Customer Service, Move Over Chatbots, Meet Virtual Assistants, 7 Tips for Optimizing Your Transportation Management System. (Microsoft, 2017) 66% of millenials polled expect a customer service response within 24 hours. – ForresterTweet this, 101. 25. Bearing all of the above customer experience statistics in mind, exactly how can you go about improving the CX your organization offers. (HubSpot Research), 16. Takeaway: Customers today have higher expectations from brands. Realistically, there is no template for the perfect CX strategy as every business is different. 97. Customer service has kept its role in business growth. Customers instant engagement with a brand and expect the organization to provide online support to help them find answers fast. This approach will help to make sure that customers are delighted with the services received by the brand. Nearly half of the customers are also likely to make a switch to a competitor within a day of experiencing poor customer service. – MicrosoftTweet this, 17. – Dimensional ResearchTweet this, 35. 68% of customers said the service rep was key to a recent positive service experience. (American Express), 2. Get prepared. Therefore, it becomes all the more important to respond to their questions instantly. – MicrosoftTweet this, 5. Investing in new customers is between 5 and 25 times more expensive than retaining existing ones. For more information, check out our privacy policy. Over half of consumers say that the main reason they cannot resolve an issue on their own is because there is too little information online. – Dimensional ResearchTweet this, 20. – MicrosoftTweet this, 100. State of Customer Service Statistics. – AmeyoTweet this, 99. (Zendesk), 38. (American Express), 22. Around 54% of all consumers globally say they have higher customer service expectations than they did just one year ago. Millennials are the only demographic group among Americans who tell more people when they have a good customer service experience rather than a bad one. 75% of brands report that they are measuring customer engagement, but cannot define what it is. For more complicated interactions, such as payment disputes, 40% of customers prefer talking to a real person over the phone. 66% of consumers surveyed for Microsoft’s 2018 State of Global Customer Service report said they believe the quality of customer service is generally getting better. 76% of consumers believe a customer service representative should know their contact, product, and service information … Below are 10 customer service statistics that every call center supervisor should know: 1. They wish to avoid lack of speed when it comes to support interactions because it makes them feel unappreciated. 1. 33% of people aged 18-34 have contacted a company’s customer service via social media. Hopefully, we will shock you into improving: 48% of consumers have stopped doing business with a company after a poor experience. 3. hbspt.cta._relativeUrls=true;hbspt.cta.load(53, '9c545446-aacf-47a3-bfb3-1998f78b79c8', {}); While customers still care about price and quality of products, a new factor in choosing between competing brands is the additional value of customer service. – Dimensional ResearchTweet this, 55. – Dimensional ResearchTweet this, 56. 57% of customers would rather contact companies via digital media such as email than use voice-based customer support. hbspt.cta._relativeUrls=true;hbspt.cta.load(53, '48408caf-9dab-4f51-81c5-1be472518198', {}); Originally published Dec 26, 2019 8:00:00 AM, updated July 20 2020, 40 Customer Service Stats to Know in 2020, Your online conversion rate can improve by roughly 8% when you include personalized consumer experiences. In a 2017 survey, there was a … Organizations can only receive support from customers if they ensure to provide consistent good customer service. Customers today have higher expectations from brands. Companies that excel in customer experience drive revenues 4% to 8% higher than their peers. – American ExpressTweet this, 8. 90% of customers rate an "immediate" response as important or very important when they have a customer service question. Your online conversion rate can improve by roughly 8% when you include personalized consumer experiences. And to stop customers leaving without letting the brand know, it is important to. Consumers are willing to spend 17% more on a company that has outstanding customer service. – ForresterTweet this, 27. The customer service facts covered by these companies imply on various industries and majorly discuss how providers have a way to improve their services further. On average, customer service agents only ask for a customer's name 21% of the time. – American ExpressTweet this, 9. One in two millennials has complained about a brand on social media. A record number of customers—15%, compared to 5% in 2014—also say that companies are exceeding their expectations. The majority of Americans have decided to not go through with a purchase because of a poor customer service experience. 75% of customers believe it takes too long to reach a live agent. 20. – Harris InteractiveTweet this, 70. 68% of customers believe a polite customer service representative is the key to great customer service. – American ExpressTweet this. 54% of customers have higher expectations for customer service today compared to one year ago. 1. – American Express Tweet this. One-third of consumers say they would consider switching companies after just one instance of bad customer service. (American Express), 24. Free and premium plans, Content management system software. On the other hand, if a customer is not happy, 13% of them will share their experience with 15 or even more. – American ExpressTweet this, 23. In other words, why is customer service so important? 56% of people around the globe believe that companies need to take action on feedback provided by their customers. Customer service involves the provision of communication services to customers before, during or after the exchange of goods and services. When Donors Choose sent handwritten thank-you notes to half of all recent first-time donors, 38% of people who received a thank-you note were more likely to give again than those who didn’t receive one. (American Express), 7. Globally, 18% of customers expect a response from a company’s social media within one hour. 48. Do you know how to keep your customers satisfied? These 50 statistics prove the value of customer … Are you an author with a fresh perspective? While these customer service metrics are necessary to measure, they offer little context for how customers have actually experienced the service. Across the globe, 96% of consumers say customer service is an important factor in their choice of loyalty to a brand. Customer service and retention statistics: 78% of consumers have bailed on a transaction because of a bad service interaction. Hence, the rise in the customer service market size. Takeaway: To boost brand loyalty, it is important that organizations are proactive, provides the specialized treatment that customers expect, and address them with their names while keeping their previous engagement with the brand. 4 out of 10 consumers will recommend others not to buy from a business if they have had poor customer service with them. This can curb negative reviews that customers tend to share and retain them effectively. The majority (66%) of adults feel that valuing their time is the most important thing a company can do to provide them with good online customer experience. (New Voice Media), 11. 68% of customers said that a pleasant representative was key to their recent positive service experiences. Customers would rather invest more in a brand that focuses on their needs and constantly provides value beyond the initial purchase. – MicrosoftTweet this, 98. (Bain). Microsoft. The #1 reason customers switch to a new brand is feeling unappreciated. – MicrosoftTweet this, 19. 41% of consumers prefer live chat support, versus 32% who prefer phone support, 23% who prefer email support, and 3% who prefer getting support via social media.Source (Qualtrics), 21. For that they need to hire friendly and knowledgeable agents who are ready to offer anytime, anywhere support. We’ve compiled a list of 105 customer service statistics and trends to help you provide delightful support experience. 90% of Americans use customer service as a factor in deciding whether or not to do business with a company. 19. Stay up to date with the latest marketing, sales, and service tips and news. 52. – American ExpressTweet this. – MicrosoftTweet this, 94. We believe software should make you happy, Customer service is a high-stakes game. In times when Millennials prefer to interact with a brand online for customer support, it becomes all the more important to. 31% of customers report reaching out to a company via Twitter. – American ExpressTweet this, 78. 79% of consumers who shared complaints about poor customer experience online had their complaints ignored. 68% of customers say that a pleasant customer service representative was fundamental to a positive experience. Nearly 1/3 of customers report sending an SMS/text message to the company requesting assistance. (McKinsey), 32. 35% of customers have become angry when talking to customer service - American Express 26. Two-thirds of customers are willing to share personal information with companies–but only in exchange for some perceived value. – Dimensional ResearchTweet this, 57. Americans are more likely to post about good experiences on social media (53%) than sad experiences (35%). Businesses can grow revenues between 4% and 8% above their market when they prioritize better customer service experiences. (American Express), 5. (Glance), 34. For more reasons to invest in your customer service team, read about the importance of customer service. 1. 1. B2B decision makers felt the lack of speed in interactions with their suppliers is the number one pain point, mentioning twice as often as price. – KolskyTweet this. Takeaway: In times when Millennials prefer to interact with a brand online for customer support, it becomes all the more important to excel at customer service. In an attempt to assist organizations to improve customer experience, we’ve listed 105 statistics covered by major brands in the market like Microsoft, American Express, Forrester, and others. – MicrosoftTweet this, 26. (Microsoft, … – MicrosoftTweet this, 102. Live Chat VS Phone Support Statistics 4. We're committed to your privacy. See all integrations. With this blog, we aim to help you do just that. 1. Making a phone call or sending an email are two ways you can start communicating again. 66% of 18-34-year-olds say their customer service expectations have increased in the past one year. 63% of millennials usually begin their online interactions through self-service portals. – Dimensional ResearchTweet this. 67% of customer service interactions can be handled by a dedicated community of core customers. 65% of people aged 18-34 believe social media is an effective channel for customer service, while 75% of people aged 55 and over do not. On average, companies that invest in their customer experience also observe an improvement in employee engagement by roughly 20%. 85. – BainTweet this, 63. What’s more, they tend to give more preference to companies who have a mobile-responsive customer support portal and provide help through more than 3 different communication channels. But customer service statistics from 2018 show that customers in the US and Brazil are slightly less cynical, with 55% of Americans and 56% of Brazilians believing their feedback leads to action. (, 33. (Microsoft) In individual countries that sentiment is shared by 58% of Americans, 66% of Britons, and 60% of Germans. 89% of companies compete on the quality of customer service alone! 90% of consumers expect an online portal for customer service. Modern call centers are not what they used to be 20 years ago. Access to trends and insights on customer experience is important for your brand to learn about the areas where you can improve your services and products. Customer service statistics gathered from a host of sources shows how common support approaches have drastically changed over the years and will continue to evolve. Doing so will give the customers the impression that brands care for them. Of those who have used social media for a customer service concern, 84% say they have received a response or resolution, up significantly from 65% in 2014. 27% of Americans report “lack of effectiveness” as their number one frustration with customer service. – StatistaTweet this, 6. (, 35. Customer Service Statistics: Positive Customer Experiences. Millennials will pay 21% more to do business with companies that excel at customer service. – American ExpressTweet this, 86. 71% of consumers (age 16 - 24) believe that a quick response from your service team can drastically improve their customer experience. 43. Due to this, we see many brands working day and night to improve customer experience with an intent to exceed their expectations with their services. On average, women tell about 10 people when they have had a poor customer service experience. New customer service trends seem to emerge every day, so keeping up can feel like quite the challenge. (Comm100), 35. (Forrester), 15. 81% of Americans report that businesses are either meeting or exceeding expectations when it comes to customer service. 12% of Americans rate their number one frustration with customer service as “lack of speed.” – StatistaTweet this, 47. Back then, what mattered most to customers were low prices and high quality. – MicrosoftTweet this, 7. 25. Also, organizations now focus on providing customers with the best customer experience possible. Retail customer service: 18. (Comm100). Customer frustration will lead to churn. – MicrosoftTweet this, 15. That's close to the average for all occupations. (Glance), 14. 33% of customers are most frustrated by having to wait on hold. For this reason, customer experience has become the key to business success. 73% of consumers say that valuing their time is the most important thing a company can do when providing customer service. 73% of customers fall in love with a brand and remain loyal because of friendly customer service reps. (RightNow), 6. Globally, companies respond to 85% of customer service questions. 86% of millennials say they are influenced by negative reviews when purchasing a product or service. Free and premium plans, Customer service software. This approach will help to make sure that customers are delighted with the services received by the brand. The Bureau of Labor Statistics projected customer service representative job growth at 5% between 2016 and 2026. 59% of customers who endured a poor experience said that they either decreased or stopped spending with them after … 42. – MicrosoftTweet this, 67. 76. Takeaway: It is important for brands to add a personal human touch during a support conversation, no matter what medium they choose to interact with customers. This means you need to stress the importance of fast responses to your team , but also that you need software that will help you to … (Temkin Group), 9. Mind-Blowing Customer Service Statistics. (Trust Pilot), 33. Building a strong customer service is essential for every brand to stay in business. 11. – American ExpressTweet this, 96. – PlayvoxTweet this, 89. Feeling unappreciated is the #1 reason customers switch away from products and services. Consider the following statistics on customer service to help you brainstorm new strategies for strengthening your customer service team. There are many ways to make your brand more customer-focused. – ForresterTweet this. Customer service centers focused solely on operational data (O-data) like average reply time and resolution rate. 100 Customer Service Statistics You Need to Know 0 An impressive amount of research has been conducted on customer service trends, but it can take a while to scan through white papers and infographics to find the statistics that are truly important to you. They wish to avoid lack of speed when it comes to support interactions because it makes them feel unappreciated. – DeloitteTweet this, 33. Live Chat Best Practices for Your Sales Team. (New Voice Media), 4. 50% of shoppers believe their feedback doesn't go to anyone who can actually act on it. This is due to the increasing emphasis on customer experience. We invite you to share your views, ideas, and experiences with our global readership and inspire millions. Let’s start with some customer service statistics about the power of positive customer experiences. 49% of American consumers switched companies last year due to poor … Here are some interesting customer service, satisfaction and experience stats which demonstrate how times are changing. Of those who have used social media for a customer service concern, 84% say they have received a response or resolution, up significantly from 65% in 2014. 91% of customers who are unhappy with a brand will just leave without complaining. – ForresterTweet this, 82. 81% of American customers say they are satisfied with the customer service provided by businesses. Doing so will give the customers the impression that brands care for them. It takes 12 positive customer experiences to make up for one negative experience. 96% of customers say customer service is important in their choice of loyalty to a brand. Millenials Customer Statistics and Quotes. 67% of customers worldwide say that customer engagement levels have improved in the last 2 years. Takeaway: Customers give more importance to the services and are ready to pay more for quality. For that they need to hire friendly and knowledgeable agents who are ready to offer anytime, anywhere support. – ForresterTweet this, 12. 80% of American customers are satisfied with the customer service currently provided by their businesses (American Express). – Dimensional ResearchTweet this, 32. – MicrosoftTweet this, 104. 54% of customers used email for customer service last year, making it the most used digital channel for customer service. More with retailers that offer consistent customer service experiences engaging with customer service Facts statistics. 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