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Customer Service StatisticsCan your company afford poor customer service?

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Check out these customer service stats.

Then ask yourself…

“Can I afford to not level up my customer service?”


Customer Service Stats & Facts


On average loyal customers are worth

Source: White House Office of Consumer Affairs

10x's more than their first purchase.


Source: Right Now Consumer Experience Impact Report

89% of customers have stoppeddoing business with a companyafter experiencing poor customer service.


It's 6-7x's more expensive to acquire a new customer than retain an existing

customer.


News of Poor Customer Service Reaches Twice as Many Ears as Praise For Good

Customer Service.


Understanding Customers” by Ruby Newell-Legner.

It Takes 12 Positive Experiences to Make Up for One Unresolved Negative Experience.


Source: Lee Resources

91% of unhappy customers will not be willing to do business with you again.


Source: “Customer Service Hell” by Brad Tuttle, Time, 2011

While most companies claim they provide “superior” customer service, only 8% of people agree with these same companies.

8%


Source: American Express Survey, 2011

78% of consumers have bailed on a transaction or not made an intended purchase because of poor service experience.


15% of customer base the average American business loses annually from customer service experience.


Source: Marketing Metrics

60-70% 5-20%

Probability of selling to:

An existing customer

An new prospect


3 in 5 Americans (59%) would try a new brand or company for a better service experience.



Service related


A customer is 4 times more likely to buy from a competitor if the problem is:

Price or product related

Vs.


Customer Churn is Attributed to the Poor Quality of Customer Service



Organizations that can integrate communities into

customer support can realize cost reductions up to

50%

Source: Gartner Predicts 2012: CRM Customer Service and Support Staggers into the Posthuman Age"


Source: Gartner


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