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Customer satisfaction stats from around the web including Harvard Business School, Gartner, Forrester and more.

Published in: Business, Technology
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  1. 1. 17 really usefulcustomer satisfaction stats ‘retention is the new acquisition’
  2. 2. Every customer that you keep represents at least three that you don’t have to attract
  3. 3. Typically only 25-30% of a firms clients are completely satisfied……so low that that 70%+ may be open to pitches from competing firms
  4. 4. The average business loses between 10% and 30% of its customers each year
  5. 5. Even in a negative economy, customer experience is a 60% high priority for consumers, with often or always paying more for a better experience
  6. 6. 70% of customer experience management best in class adopters use customer feedback tomake strategic decision. Only 50% of industry-average organizations and 29% of laggards do
  7. 7. 80% of the firms would like touse customer experience as a form of differentiation.
  8. 8. Customer churn is caused by customer feelings of poortreatment a huge 68% of the time.
  9. 9. Attracting a new customercosts 5 times as much as keeping an existing one
  10. 10. Pay close attention to your best customers. Act quickly (within 24 hours) on their requests and dissents
  11. 11. Attracting a new customercosts 5 times as much as keeping an existing one
  12. 12. Attracting a new customercosts 5 times as much as keeping an existing one
  13. 13. Traditional customer surveystypically only generate only a 0.1% - 15% response rate
  14. 14. most companies lose 45% to 50%of their customers every five years
  15. 15. More than 40% of customerswho claimed to be satisfiedswitched suppliers without looking back
  16. 16. the most profitable firms enjoy customer retention rates of around 95%the average firm has a customer retention rate a good deal less than that at around 80%
  17. 17. It has been estimated that most companies spend about98% of their time reacting to problems and less than 2% preventing them
  18. 18. Keep your customers forever with theonly 1-click survey delivered by email