SlideShare a Scribd company logo
1 of 16
Download to read offline
14 STATISTICS THAT WILL
MAKE YOU THINK TWICE
ABOUT CUSTOMER SERVICE
89% of consumers have
stopped doing business
with a company after
experiencing poor
customer service
Source: RightNow Customer Experience Impact Report
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)
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.)
It takes 12 positive
customer experiences to
make up for one negative
experience.
(Parature)
55% of consumers would
pay more for a better
customer experience.
(Defaqto Research)
78% of consumers have
bailed on a transaction or
not made an intended
purchase because of a poor
service experience
(American Express Survey)
It is 6-7 times more
expensive to acquire a new
customer than it is to keep
a current one
(White House Office of Consumer Affairs)
For every customer
who bothers to
complain, 26 other
customers remain
silent
(White House Office of Consumer Affairs)
In the last year, 67% of
customers have hung up
the phone out of
frustration they could not
talk to a real person
(Consumer Reports Survey 2011)
In 2014 so far, brands in the
UK are currently losing
nearly £15billion annually
due to poor customer
service
(Parature)
65% of 1,000 consumers
surveyed said they’ve cut ties
with a brand over a single
poor customer service
experience
(Parature)
41% of customers expect a
response to their email within
six hours. Yet the research data
reveals that only 18% of
companies deliver within this
timeframe
(Youstice)
96% of unhappy customers
don’t complain, however 91%
of those will simply leave and
never come back
(Youstice)
Happy customers who get
their issue resolved tell
about 4-6 people about
their experience
(White House Office Of Consumer Affairs)
14 Statistics That Will Make You Think Twice About Customer Service

More Related Content

What's hot

From Pocket to Purchase: Using Mobile Apps to Drive Engagement and In-Store P...
From Pocket to Purchase: Using Mobile Apps to Drive Engagement and In-Store P...From Pocket to Purchase: Using Mobile Apps to Drive Engagement and In-Store P...
From Pocket to Purchase: Using Mobile Apps to Drive Engagement and In-Store P...Ashley Tomzik
 
44 Facts Defining the Future of Customer Engagement
44 Facts Defining the Future of Customer Engagement44 Facts Defining the Future of Customer Engagement
44 Facts Defining the Future of Customer EngagementSam Capra ☁️
 
Main Street vs. Wall Street: Who is to Blame for Data Breaches?
Main Street vs. Wall Street: Who is to Blame for Data Breaches? Main Street vs. Wall Street: Who is to Blame for Data Breaches?
Main Street vs. Wall Street: Who is to Blame for Data Breaches? Brunswick Group
 
The Returns Opportunity
The Returns OpportunityThe Returns Opportunity
The Returns OpportunityJenny Gorlin
 
Quest for Value Deloitte
Quest for Value DeloitteQuest for Value Deloitte
Quest for Value Deloittekdexpressible
 
Customer experience
Customer experienceCustomer experience
Customer experienceAmity
 

What's hot (7)

From Pocket to Purchase: Using Mobile Apps to Drive Engagement and In-Store P...
From Pocket to Purchase: Using Mobile Apps to Drive Engagement and In-Store P...From Pocket to Purchase: Using Mobile Apps to Drive Engagement and In-Store P...
From Pocket to Purchase: Using Mobile Apps to Drive Engagement and In-Store P...
 
44 Facts Defining the Future of Customer Engagement
44 Facts Defining the Future of Customer Engagement44 Facts Defining the Future of Customer Engagement
44 Facts Defining the Future of Customer Engagement
 
ISSUEPRES
ISSUEPRESISSUEPRES
ISSUEPRES
 
Main Street vs. Wall Street: Who is to Blame for Data Breaches?
Main Street vs. Wall Street: Who is to Blame for Data Breaches? Main Street vs. Wall Street: Who is to Blame for Data Breaches?
Main Street vs. Wall Street: Who is to Blame for Data Breaches?
 
The Returns Opportunity
The Returns OpportunityThe Returns Opportunity
The Returns Opportunity
 
Quest for Value Deloitte
Quest for Value DeloitteQuest for Value Deloitte
Quest for Value Deloitte
 
Customer experience
Customer experienceCustomer experience
Customer experience
 

Viewers also liked

Company analysis of cocacola
Company analysis of cocacolaCompany analysis of cocacola
Company analysis of cocacolaSamrat Hossain
 
Sample Call Center Hierarchy 8.13.07
Sample Call Center Hierarchy 8.13.07Sample Call Center Hierarchy 8.13.07
Sample Call Center Hierarchy 8.13.07thecallcenterpro
 
Customer Service Call Center Benchmark Study
Customer Service  Call Center Benchmark StudyCustomer Service  Call Center Benchmark Study
Customer Service Call Center Benchmark StudyChris Scafario
 
7 Pillars Of Customer Service
7 Pillars Of Customer Service7 Pillars Of Customer Service
7 Pillars Of Customer ServiceSales Progress
 

Viewers also liked (6)

Sela Intl Cust Presentation By Brandon Multichannel Mktg
Sela Intl Cust Presentation   By Brandon Multichannel MktgSela Intl Cust Presentation   By Brandon Multichannel Mktg
Sela Intl Cust Presentation By Brandon Multichannel Mktg
 
Company analysis of cocacola
Company analysis of cocacolaCompany analysis of cocacola
Company analysis of cocacola
 
Sample Call Center Hierarchy 8.13.07
Sample Call Center Hierarchy 8.13.07Sample Call Center Hierarchy 8.13.07
Sample Call Center Hierarchy 8.13.07
 
Customer Service Call Center Benchmark Study
Customer Service  Call Center Benchmark StudyCustomer Service  Call Center Benchmark Study
Customer Service Call Center Benchmark Study
 
7 Pillars Of Customer Service
7 Pillars Of Customer Service7 Pillars Of Customer Service
7 Pillars Of Customer Service
 
Customer Service Basics
Customer Service BasicsCustomer Service Basics
Customer Service Basics
 

Similar to 14 Statistics That Will Make You Think Twice About Customer Service

Important Customer Service Statistics
Important Customer Service Statistics Important Customer Service Statistics
Important Customer Service Statistics Answer 365
 
Outside in facts
Outside in factsOutside in facts
Outside in factsthreesixty
 
Dealing with unhappy customers as a source of wisdom
Dealing with unhappy customers as a source of wisdomDealing with unhappy customers as a source of wisdom
Dealing with unhappy customers as a source of wisdomEltrino LLC
 
2010 global consumer_research_spain_v1.0
2010 global consumer_research_spain_v1.02010 global consumer_research_spain_v1.0
2010 global consumer_research_spain_v1.0Carlos Molina Artigot
 
Customer Service Snapshots Report 2015
Customer Service Snapshots Report 2015Customer Service Snapshots Report 2015
Customer Service Snapshots Report 2015McCallum Layton
 
The Shotfarm Product Information Report
The Shotfarm Product Information ReportThe Shotfarm Product Information Report
The Shotfarm Product Information ReportFrenchWeb.fr
 
Turn Up The Heat On Customer Experience
Turn Up The Heat On Customer ExperienceTurn Up The Heat On Customer Experience
Turn Up The Heat On Customer ExperienceCX Netowrk
 
CCW Executive Report: Customer Experience
CCW Executive Report: Customer ExperienceCCW Executive Report: Customer Experience
CCW Executive Report: Customer ExperienceNicole Leong
 
The Effect Of Complaint Handling Towards Customers Satisfaction, Trust And Lo...
The Effect Of Complaint Handling Towards Customers Satisfaction, Trust And Lo...The Effect Of Complaint Handling Towards Customers Satisfaction, Trust And Lo...
The Effect Of Complaint Handling Towards Customers Satisfaction, Trust And Lo...theijes
 
Customer experience
Customer experienceCustomer experience
Customer experiencePayfirma
 
American Express And EBIQUITY Survey - 2015 ASIA CUSTOMER SERVICE BAROMETER
American Express And EBIQUITY Survey - 2015 ASIA CUSTOMER SERVICE BAROMETERAmerican Express And EBIQUITY Survey - 2015 ASIA CUSTOMER SERVICE BAROMETER
American Express And EBIQUITY Survey - 2015 ASIA CUSTOMER SERVICE BAROMETERDisha Khullar
 
Marketing your business
Marketing your businessMarketing your business
Marketing your businessJason Tropf
 
Contact Center InfoGraphic - Mitel
Contact Center InfoGraphic - MitelContact Center InfoGraphic - Mitel
Contact Center InfoGraphic - MitelTim Kimber
 
The Truths About Customer Experience
The Truths About Customer ExperienceThe Truths About Customer Experience
The Truths About Customer ExperienceChris Pattas
 
The 2012 Parago Shopping Behavior Insights Study
The 2012 Parago Shopping Behavior Insights StudyThe 2012 Parago Shopping Behavior Insights Study
The 2012 Parago Shopping Behavior Insights StudyЮниВеб
 

Similar to 14 Statistics That Will Make You Think Twice About Customer Service (20)

CRM
CRMCRM
CRM
 
USA Customer Edge 2015
USA Customer Edge 2015USA Customer Edge 2015
USA Customer Edge 2015
 
Important Customer Service Statistics
Important Customer Service Statistics Important Customer Service Statistics
Important Customer Service Statistics
 
2020 Reviews.pdf
2020 Reviews.pdf2020 Reviews.pdf
2020 Reviews.pdf
 
test3
test3test3
test3
 
Outside in facts
Outside in factsOutside in facts
Outside in facts
 
Dealing with unhappy customers as a source of wisdom
Dealing with unhappy customers as a source of wisdomDealing with unhappy customers as a source of wisdom
Dealing with unhappy customers as a source of wisdom
 
2010 global consumer_research_spain_v1.0
2010 global consumer_research_spain_v1.02010 global consumer_research_spain_v1.0
2010 global consumer_research_spain_v1.0
 
Customer Service Snapshots Report 2015
Customer Service Snapshots Report 2015Customer Service Snapshots Report 2015
Customer Service Snapshots Report 2015
 
Эра эмпатии
Эра эмпатииЭра эмпатии
Эра эмпатии
 
The Shotfarm Product Information Report
The Shotfarm Product Information ReportThe Shotfarm Product Information Report
The Shotfarm Product Information Report
 
Turn Up The Heat On Customer Experience
Turn Up The Heat On Customer ExperienceTurn Up The Heat On Customer Experience
Turn Up The Heat On Customer Experience
 
CCW Executive Report: Customer Experience
CCW Executive Report: Customer ExperienceCCW Executive Report: Customer Experience
CCW Executive Report: Customer Experience
 
The Effect Of Complaint Handling Towards Customers Satisfaction, Trust And Lo...
The Effect Of Complaint Handling Towards Customers Satisfaction, Trust And Lo...The Effect Of Complaint Handling Towards Customers Satisfaction, Trust And Lo...
The Effect Of Complaint Handling Towards Customers Satisfaction, Trust And Lo...
 
Customer experience
Customer experienceCustomer experience
Customer experience
 
American Express And EBIQUITY Survey - 2015 ASIA CUSTOMER SERVICE BAROMETER
American Express And EBIQUITY Survey - 2015 ASIA CUSTOMER SERVICE BAROMETERAmerican Express And EBIQUITY Survey - 2015 ASIA CUSTOMER SERVICE BAROMETER
American Express And EBIQUITY Survey - 2015 ASIA CUSTOMER SERVICE BAROMETER
 
Marketing your business
Marketing your businessMarketing your business
Marketing your business
 
Contact Center InfoGraphic - Mitel
Contact Center InfoGraphic - MitelContact Center InfoGraphic - Mitel
Contact Center InfoGraphic - Mitel
 
The Truths About Customer Experience
The Truths About Customer ExperienceThe Truths About Customer Experience
The Truths About Customer Experience
 
The 2012 Parago Shopping Behavior Insights Study
The 2012 Parago Shopping Behavior Insights StudyThe 2012 Parago Shopping Behavior Insights Study
The 2012 Parago Shopping Behavior Insights Study
 

More from Sean McPheat

400 Coaching Questions For Managers
400 Coaching Questions For Managers400 Coaching Questions For Managers
400 Coaching Questions For ManagersSean McPheat
 
450 Sales Questions
450 Sales Questions 450 Sales Questions
450 Sales Questions Sean McPheat
 
Training ROI - The Missing Level
Training ROI - The Missing LevelTraining ROI - The Missing Level
Training ROI - The Missing LevelSean McPheat
 
50 Activities To Use With 70 20 10
50 Activities To Use With 70 20 1050 Activities To Use With 70 20 10
50 Activities To Use With 70 20 10Sean McPheat
 
What Is Informal Learning & How To Implement It
What Is Informal Learning & How To Implement ItWhat Is Informal Learning & How To Implement It
What Is Informal Learning & How To Implement ItSean McPheat
 
The Essential Guide To Microlearning
The Essential Guide To MicrolearningThe Essential Guide To Microlearning
The Essential Guide To MicrolearningSean McPheat
 
5 Inspiring Quotes About Innovation
5 Inspiring Quotes About Innovation5 Inspiring Quotes About Innovation
5 Inspiring Quotes About InnovationSean McPheat
 
7 inspiring quotes for sales people & entrepreneurs
7 inspiring quotes for sales people & entrepreneurs7 inspiring quotes for sales people & entrepreneurs
7 inspiring quotes for sales people & entrepreneursSean McPheat
 
14 interesting facts about microlearning
14 interesting facts about microlearning14 interesting facts about microlearning
14 interesting facts about microlearningSean McPheat
 
15 Management Tips
15 Management Tips15 Management Tips
15 Management TipsSean McPheat
 
53 Takeaways From The Wolf Of Wall Street's London Seminar
53 Takeaways From The Wolf Of Wall Street's London Seminar53 Takeaways From The Wolf Of Wall Street's London Seminar
53 Takeaways From The Wolf Of Wall Street's London SeminarSean McPheat
 
23 Killer Questions To Use With Your Prospects
23 Killer Questions To Use With Your Prospects23 Killer Questions To Use With Your Prospects
23 Killer Questions To Use With Your ProspectsSean McPheat
 
10 Lessons Sales People Can Learn From Einstein
10 Lessons Sales People Can Learn From Einstein10 Lessons Sales People Can Learn From Einstein
10 Lessons Sales People Can Learn From EinsteinSean McPheat
 
7 Ways To Overcome Barriers To Communication
7 Ways To Overcome Barriers To Communication7 Ways To Overcome Barriers To Communication
7 Ways To Overcome Barriers To CommunicationSean McPheat
 
10 Chilling Stats About Cold Calling
10 Chilling Stats About Cold Calling10 Chilling Stats About Cold Calling
10 Chilling Stats About Cold CallingSean McPheat
 
10 Important Tips On Your Professional Appearance
10 Important Tips On Your Professional Appearance10 Important Tips On Your Professional Appearance
10 Important Tips On Your Professional AppearanceSean McPheat
 
The 7 Most Common Ways of Classifying Key Accounts
The 7 Most Common Ways of Classifying Key AccountsThe 7 Most Common Ways of Classifying Key Accounts
The 7 Most Common Ways of Classifying Key AccountsSean McPheat
 
3 Keys For A Successful Sales Meeting
3 Keys For A Successful Sales Meeting3 Keys For A Successful Sales Meeting
3 Keys For A Successful Sales MeetingSean McPheat
 
5 Ways To Ensure Great Communication
5 Ways To Ensure Great Communication5 Ways To Ensure Great Communication
5 Ways To Ensure Great CommunicationSean McPheat
 
The Modern Day Buyer
The Modern Day BuyerThe Modern Day Buyer
The Modern Day BuyerSean McPheat
 

More from Sean McPheat (20)

400 Coaching Questions For Managers
400 Coaching Questions For Managers400 Coaching Questions For Managers
400 Coaching Questions For Managers
 
450 Sales Questions
450 Sales Questions 450 Sales Questions
450 Sales Questions
 
Training ROI - The Missing Level
Training ROI - The Missing LevelTraining ROI - The Missing Level
Training ROI - The Missing Level
 
50 Activities To Use With 70 20 10
50 Activities To Use With 70 20 1050 Activities To Use With 70 20 10
50 Activities To Use With 70 20 10
 
What Is Informal Learning & How To Implement It
What Is Informal Learning & How To Implement ItWhat Is Informal Learning & How To Implement It
What Is Informal Learning & How To Implement It
 
The Essential Guide To Microlearning
The Essential Guide To MicrolearningThe Essential Guide To Microlearning
The Essential Guide To Microlearning
 
5 Inspiring Quotes About Innovation
5 Inspiring Quotes About Innovation5 Inspiring Quotes About Innovation
5 Inspiring Quotes About Innovation
 
7 inspiring quotes for sales people & entrepreneurs
7 inspiring quotes for sales people & entrepreneurs7 inspiring quotes for sales people & entrepreneurs
7 inspiring quotes for sales people & entrepreneurs
 
14 interesting facts about microlearning
14 interesting facts about microlearning14 interesting facts about microlearning
14 interesting facts about microlearning
 
15 Management Tips
15 Management Tips15 Management Tips
15 Management Tips
 
53 Takeaways From The Wolf Of Wall Street's London Seminar
53 Takeaways From The Wolf Of Wall Street's London Seminar53 Takeaways From The Wolf Of Wall Street's London Seminar
53 Takeaways From The Wolf Of Wall Street's London Seminar
 
23 Killer Questions To Use With Your Prospects
23 Killer Questions To Use With Your Prospects23 Killer Questions To Use With Your Prospects
23 Killer Questions To Use With Your Prospects
 
10 Lessons Sales People Can Learn From Einstein
10 Lessons Sales People Can Learn From Einstein10 Lessons Sales People Can Learn From Einstein
10 Lessons Sales People Can Learn From Einstein
 
7 Ways To Overcome Barriers To Communication
7 Ways To Overcome Barriers To Communication7 Ways To Overcome Barriers To Communication
7 Ways To Overcome Barriers To Communication
 
10 Chilling Stats About Cold Calling
10 Chilling Stats About Cold Calling10 Chilling Stats About Cold Calling
10 Chilling Stats About Cold Calling
 
10 Important Tips On Your Professional Appearance
10 Important Tips On Your Professional Appearance10 Important Tips On Your Professional Appearance
10 Important Tips On Your Professional Appearance
 
The 7 Most Common Ways of Classifying Key Accounts
The 7 Most Common Ways of Classifying Key AccountsThe 7 Most Common Ways of Classifying Key Accounts
The 7 Most Common Ways of Classifying Key Accounts
 
3 Keys For A Successful Sales Meeting
3 Keys For A Successful Sales Meeting3 Keys For A Successful Sales Meeting
3 Keys For A Successful Sales Meeting
 
5 Ways To Ensure Great Communication
5 Ways To Ensure Great Communication5 Ways To Ensure Great Communication
5 Ways To Ensure Great Communication
 
The Modern Day Buyer
The Modern Day BuyerThe Modern Day Buyer
The Modern Day Buyer
 

Recently uploaded

Custom Speech Writing Services Online | Writing Sharks
Custom Speech Writing Services Online | Writing SharksCustom Speech Writing Services Online | Writing Sharks
Custom Speech Writing Services Online | Writing SharksWritingSharks
 
interior design company dubai | Sites DXB
interior design company dubai | Sites DXBinterior design company dubai | Sites DXB
interior design company dubai | Sites DXBSitesDXB
 
From A To Z Understanding The Full Spectrum Of Employment Background Checks
From A To Z Understanding The Full Spectrum Of Employment Background ChecksFrom A To Z Understanding The Full Spectrum Of Employment Background Checks
From A To Z Understanding The Full Spectrum Of Employment Background Checksaffordablebackgroundchecks
 
How Do Cleaners Prepare Before Commencing Builders Cleaning?
How Do Cleaners Prepare Before Commencing Builders Cleaning?How Do Cleaners Prepare Before Commencing Builders Cleaning?
How Do Cleaners Prepare Before Commencing Builders Cleaning?Renovation Cleaning
 
one of the best by art prints online here
one of the best by art prints online hereone of the best by art prints online here
one of the best by art prints online heretoyism501
 
The Power of Quick Commerce Data Monitoring A Comprehensive Guide.pdf
The Power of Quick Commerce Data Monitoring A Comprehensive Guide.pdfThe Power of Quick Commerce Data Monitoring A Comprehensive Guide.pdf
The Power of Quick Commerce Data Monitoring A Comprehensive Guide.pdfjacklutz2
 
What To Look For in Employee Onboarding Software?
What To Look For in Employee Onboarding Software?What To Look For in Employee Onboarding Software?
What To Look For in Employee Onboarding Software?eZaango HR
 
How Can Dumpster Rental Streamline Yard Waste Management In San Fernando Valley
How Can Dumpster Rental Streamline Yard Waste Management In San Fernando ValleyHow Can Dumpster Rental Streamline Yard Waste Management In San Fernando Valley
How Can Dumpster Rental Streamline Yard Waste Management In San Fernando ValleyBG’s Big Box Service
 
7 Ways To Select Best Corporate Gifts | Corporate Gifts Supplier
7 Ways To Select Best Corporate Gifts | Corporate Gifts Supplier7 Ways To Select Best Corporate Gifts | Corporate Gifts Supplier
7 Ways To Select Best Corporate Gifts | Corporate Gifts SupplierVerve Corporate Gifts
 
The Expertise of Our Web Development Company
The Expertise of Our Web Development CompanyThe Expertise of Our Web Development Company
The Expertise of Our Web Development CompanyNetqom Solutions
 
Here are five tips to make house packing quicker and faster.pptx
Here are five tips to make house packing quicker and faster.pptxHere are five tips to make house packing quicker and faster.pptx
Here are five tips to make house packing quicker and faster.pptxnidhimovee
 
Point of View Glazing - Expert Glazing Services
Point of View Glazing - Expert Glazing ServicesPoint of View Glazing - Expert Glazing Services
Point of View Glazing - Expert Glazing ServicesPoint of View Glazing
 
Touchstone Lofts – Loft conversions specialist
Touchstone Lofts – Loft conversions specialistTouchstone Lofts – Loft conversions specialist
Touchstone Lofts – Loft conversions specialistTouchstone Lofts
 
International Sustainable and Efficient Irrigation Solutions
International Sustainable and Efficient Irrigation SolutionsInternational Sustainable and Efficient Irrigation Solutions
International Sustainable and Efficient Irrigation SolutionsIrri Design Studio
 
ONEUNIVERSE_PORTFOLIO_ENGLISH_202403.pdf
ONEUNIVERSE_PORTFOLIO_ENGLISH_202403.pdfONEUNIVERSE_PORTFOLIO_ENGLISH_202403.pdf
ONEUNIVERSE_PORTFOLIO_ENGLISH_202403.pdfLeonaNguyenThuyLinh
 
Retirement Planning - Transferring UK Pension to France.pptx
Retirement Planning - Transferring UK Pension to France.pptxRetirement Planning - Transferring UK Pension to France.pptx
Retirement Planning - Transferring UK Pension to France.pptxChaseBuchanan
 
THIRTEEN ODDS DESIGN DOCKYARD PRIVATE LIMITED
THIRTEEN ODDS DESIGN DOCKYARD PRIVATE LIMITEDTHIRTEEN ODDS DESIGN DOCKYARD PRIVATE LIMITED
THIRTEEN ODDS DESIGN DOCKYARD PRIVATE LIMITEDAMRITMISHRA46
 

Recently uploaded (19)

Custom Speech Writing Services Online | Writing Sharks
Custom Speech Writing Services Online | Writing SharksCustom Speech Writing Services Online | Writing Sharks
Custom Speech Writing Services Online | Writing Sharks
 
interior design company dubai | Sites DXB
interior design company dubai | Sites DXBinterior design company dubai | Sites DXB
interior design company dubai | Sites DXB
 
From A To Z Understanding The Full Spectrum Of Employment Background Checks
From A To Z Understanding The Full Spectrum Of Employment Background ChecksFrom A To Z Understanding The Full Spectrum Of Employment Background Checks
From A To Z Understanding The Full Spectrum Of Employment Background Checks
 
How Do Cleaners Prepare Before Commencing Builders Cleaning?
How Do Cleaners Prepare Before Commencing Builders Cleaning?How Do Cleaners Prepare Before Commencing Builders Cleaning?
How Do Cleaners Prepare Before Commencing Builders Cleaning?
 
one of the best by art prints online here
one of the best by art prints online hereone of the best by art prints online here
one of the best by art prints online here
 
The Power of Quick Commerce Data Monitoring A Comprehensive Guide.pdf
The Power of Quick Commerce Data Monitoring A Comprehensive Guide.pdfThe Power of Quick Commerce Data Monitoring A Comprehensive Guide.pdf
The Power of Quick Commerce Data Monitoring A Comprehensive Guide.pdf
 
What To Look For in Employee Onboarding Software?
What To Look For in Employee Onboarding Software?What To Look For in Employee Onboarding Software?
What To Look For in Employee Onboarding Software?
 
How Can Dumpster Rental Streamline Yard Waste Management In San Fernando Valley
How Can Dumpster Rental Streamline Yard Waste Management In San Fernando ValleyHow Can Dumpster Rental Streamline Yard Waste Management In San Fernando Valley
How Can Dumpster Rental Streamline Yard Waste Management In San Fernando Valley
 
7 Ways To Select Best Corporate Gifts | Corporate Gifts Supplier
7 Ways To Select Best Corporate Gifts | Corporate Gifts Supplier7 Ways To Select Best Corporate Gifts | Corporate Gifts Supplier
7 Ways To Select Best Corporate Gifts | Corporate Gifts Supplier
 
The Expertise of Our Web Development Company
The Expertise of Our Web Development CompanyThe Expertise of Our Web Development Company
The Expertise of Our Web Development Company
 
Here are five tips to make house packing quicker and faster.pptx
Here are five tips to make house packing quicker and faster.pptxHere are five tips to make house packing quicker and faster.pptx
Here are five tips to make house packing quicker and faster.pptx
 
Point of View Glazing - Expert Glazing Services
Point of View Glazing - Expert Glazing ServicesPoint of View Glazing - Expert Glazing Services
Point of View Glazing - Expert Glazing Services
 
Touchstone Lofts – Loft conversions specialist
Touchstone Lofts – Loft conversions specialistTouchstone Lofts – Loft conversions specialist
Touchstone Lofts – Loft conversions specialist
 
International Sustainable and Efficient Irrigation Solutions
International Sustainable and Efficient Irrigation SolutionsInternational Sustainable and Efficient Irrigation Solutions
International Sustainable and Efficient Irrigation Solutions
 
ONEUNIVERSE_PORTFOLIO_ENGLISH_202403.pdf
ONEUNIVERSE_PORTFOLIO_ENGLISH_202403.pdfONEUNIVERSE_PORTFOLIO_ENGLISH_202403.pdf
ONEUNIVERSE_PORTFOLIO_ENGLISH_202403.pdf
 
QuickBooks Multi User Mode Not Working Solutions Steps.pdf
QuickBooks Multi User Mode Not Working Solutions Steps.pdfQuickBooks Multi User Mode Not Working Solutions Steps.pdf
QuickBooks Multi User Mode Not Working Solutions Steps.pdf
 
Retirement Planning - Transferring UK Pension to France.pptx
Retirement Planning - Transferring UK Pension to France.pptxRetirement Planning - Transferring UK Pension to France.pptx
Retirement Planning - Transferring UK Pension to France.pptx
 
A Guide to AI-powered Lead Generation Strategies
A Guide to AI-powered Lead Generation StrategiesA Guide to AI-powered Lead Generation Strategies
A Guide to AI-powered Lead Generation Strategies
 
THIRTEEN ODDS DESIGN DOCKYARD PRIVATE LIMITED
THIRTEEN ODDS DESIGN DOCKYARD PRIVATE LIMITEDTHIRTEEN ODDS DESIGN DOCKYARD PRIVATE LIMITED
THIRTEEN ODDS DESIGN DOCKYARD PRIVATE LIMITED
 

14 Statistics That Will Make You Think Twice About Customer Service

  • 1. 14 STATISTICS THAT WILL MAKE YOU THINK TWICE ABOUT CUSTOMER SERVICE
  • 2. 89% of consumers have stopped doing business with a company after experiencing poor customer service Source: RightNow Customer Experience Impact Report
  • 3. 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)
  • 4. 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.)
  • 5. It takes 12 positive customer experiences to make up for one negative experience. (Parature)
  • 6. 55% of consumers would pay more for a better customer experience. (Defaqto Research)
  • 7. 78% of consumers have bailed on a transaction or not made an intended purchase because of a poor service experience (American Express Survey)
  • 8. It is 6-7 times more expensive to acquire a new customer than it is to keep a current one (White House Office of Consumer Affairs)
  • 9. For every customer who bothers to complain, 26 other customers remain silent (White House Office of Consumer Affairs)
  • 10. In the last year, 67% of customers have hung up the phone out of frustration they could not talk to a real person (Consumer Reports Survey 2011)
  • 11. In 2014 so far, brands in the UK are currently losing nearly £15billion annually due to poor customer service (Parature)
  • 12. 65% of 1,000 consumers surveyed said they’ve cut ties with a brand over a single poor customer service experience (Parature)
  • 13. 41% of customers expect a response to their email within six hours. Yet the research data reveals that only 18% of companies deliver within this timeframe (Youstice)
  • 14. 96% of unhappy customers don’t complain, however 91% of those will simply leave and never come back (Youstice)
  • 15. Happy customers who get their issue resolved tell about 4-6 people about their experience (White House Office Of Consumer Affairs)