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)