30 Customer Experience Stats You Can’t Ignore

Once thought of as a cost center, service and support are now front and center as two factors that can either make or break relationships with customers—and don’t just take our word for it. Here are 30 stats that emphasize why investing in great service isn’t just the right thing to do for your customers, but also your business.

The power of word of mouth marketing has grown exponentially with technology

  • 48% of people who had negative experiences told 10 or more people about it (Harvard Business Review)
  • 58% of consumers are more likely to tell others about their customer service experiences than they were 5 years ago (Zendesk)
  • News of bad service reaches twice as many ears as praise for a good experience (White House Office of Consumer Affairs)
  • 88% of customers are influenced by online reviews when making buying decisions (Zendesk)
  • 79% of consumers who shared complaints about poor customer experience online had their complaints ignored (RightNow Technologies)

Businesses lose billions every year due to poor support experiences

  • US businesses are losing $62B per year due to poor customer service (Forbes)
  • 89% of consumers began purchasing from a competitor following a poor experience (RightNow Technologies)
  • 82% of US consumers have stopped doing business with a company due to poor customer service (CTS)
  • It takes 12 positive experiences to make up for one bad one (“Understanding Customers” by Ruby Newell-Legner)
  • Churn rate can increase by 15% if organizations fail to respond to customers on social media (Gartner)

Investing in current customers is worth more than attracting new ones

  • On average, loyal customers are worth as much as 10 times the amount of their first purchase (White House Office of Consumer Affairs)
  • Repeat customers spend 67% more than new customers (Bain)
  • 58% of consumers are willing to spend more on companies that provide excellent customer service (American Express)
  • 24% of customers continue to seek out vendors for 2 or more years after a good experience (Zendesk)
  • A 10% increase in customer satisfaction score results in a 12% increase in trust from customers (Institute of Customer Service)
  • 73% of consumers say friendly customer service reps can make them fall in love with a brand (RightNow Technologies)
  • It is 6-7 more expensive to acquire a new customer than it is to keep a current one (White House Office of Consumer Affairs)
  • 50% of consumers use a company more frequently after a positive customer experience (New Voice Media)
  • The probability of selling to a new customer is 520% versus 6070% for a current one (Marketing Metrics)
  • 36% of customers say that personalized experiences, such as knowing what they’ve bought in the past or the issues they’ve previously raised, have led them to fall in love with brands (RightNow Technologies)

One support channel just isn’t enough—and consistency is key

  • 65% of customers are frustrated by inconsistent experiences across channels (Accenture)
  • Voice is expected to remain the most prominent channel for customer interaction, but will likely fall from today’s 64 percent of contacts to 47 percent in 2019 (Deloitte)
  • 57% percent of inbound calls came from customers who went to the website first (Harvard Business Review)
  • 49% of businesses aim to offer their customers the ability to choose the channel they use to get support (CX Network)
  • 75% of customers think calling is the most effective way of getting a quick response (New Voice Media)
  • 46% of customers prefer to talk to customer service on the phone about complicated issues (American Express)
  • 38% of customers prefer to talk to customer service online or via email about simple issues (American Express)
  • 45% say that a better mobile service experience could have kept them from switching (Accenture)
  • Mobile has climbed by 12% over the last four years as the preferred method to contact support (CX Network)
  • The percentage of chat and messaging support interactions is expected to grow by 10% in the next year (Deloitte)

These stats are just some of the reasons why an investment in a great support experience will be beneficial for your business in the long run and keep your customers coming back.

One of the best ways to improve the customer experience is by investing in your contact center team. After all, happier agents are more likely to provide the levels of service that make customers happy. If you’re looking for cost-effective ways to boost your contact center culture, check out these 5 lessons we learned from a contact center in Arizona.