18 Game-Changing Customer Service Stats

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Did you know it is 6-7 times more costly to attract a new customer than it is to retain an existing customer? Learn 18 interesting stats that will change the way you do customer service.

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Published in: Technology, Business, Education

18 Game-Changing Customer Service Stats

  1. 18 Interesting Stats to Get You Rethinking Your Customer Service Process
  2. 42% of service agents are unable to efficiently resolve customer issues due to disconnected systems, archaic user interfaces, and multiple applications. - Forrester
  3. 45% of US consumers will abandon an online transaction if their questions or concerns are not addressed quickly. - Forrester
  4. It is 6-7 times more costly to attract a new customer than it is to retain an existing customer. - White House Office of Consumer Affairs
  5. 89% of consumers have stopped doing business with a company after experiencing poor customer service. - RightNow Customer Experience Impact Report
  6. Consumers are 2 times more likely to share their bad customer service experiences than they are to talk about positive experiences. - 2012 Global Customer Service Barometer
  7. 26% of consumers have experienced being transferred from agent to agent without any resolution of their problem. - 2012 Global Customer Service Barometer
  8. 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.
  9. 33% of consumers would recommend a brand that provides a quick but ineffective response. - Nielsen-McKinsey
  10. 17% of consumers would recommend a brand that provides a slow but effective solution. - Nielsen-McKinsey
  11. It takes 12 positive customer experiences to make up for one negative experience. - Parature
  12. Consumers prefer assistance over the following channels: Phone (61%) Email (60%) Live Chat (57%) Online Knowledge Base (51%) “Click-to-Call” Support Automation (34%) - eConsultancy
  13. 45% of companies offering web or mobile self-service reported an increase in site traffic and reduced phone inquiries. - CRM Magazine
  14. 81% of companies motivate employees to treat customers fairly, and 65% provide effective tools and training to gain trust with their customers. - Peppers and Rogers Group
  15. 70% of buying experiences are based on how the customer feels they are being treated. - McKinsey
  16. 55% of consumers would pay more for a better customer experience. - Defaqto Research
  17. 83% of consumers require some degree of customer support while making an online purchase. - eConsultancy
  18. Customer churn is attributed to the poor quality of customer service. - Accenture Maximizing Customer Retention Report
  19. $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ A 10% increase in customer retention levels result in a 30% increase in the value of the company. - Bain & Co $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $ $

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